| Job Description |
Alteo is looking for a Help Desk Support Technician for a permanent position based in Montreal.
*** 100% on-site work ***
You will provide user support / customer service on Company supported computer applications and platforms as well as troubleshoots problems and advises on the appropriate action.
Responsibilities
- Serve as primary point of contact for users regarding overall support, policies and procedures
- Assign/escalate issues to appropriate IT Systems Support technician
- Keep users always informed on status of their tickets
- Follow up with assigned personnel to ensure timely resolution of problems
- Document and maintain solutions in appropriate support systems
- Escalate recurring problems to the IT Support Team Lead, ensuring that all efforts at troubleshooting the issue have been made
- Proactively identify improvement opportunities and work with the Manager, IT Support to implement processes that enhance Help Desk operations
Profile:
- DEC in IT or equivalent
- 1-2 years’ experience in users support in IT
- Bilingual French and English, since you are going to support users in both languages
- Strong understanding of Windows OS XP, WIN7/8. Mac OSX, MS Office
- Working knowledge of AS400
- Experience with Windows domain networking, local area networking, and remote access software, VPN and VM technology troubleshooting
- Experience in end-user support, assisting and training
- Technical writing skills
- Proficient in Microsoft Office
- Capacity to form effective relationships with users
- Strong communication skills, both verbal and written
- Works well in a team environment
- Effective time management and multitasking skills
- Strong organizational skills with an ability to prioritize tasks
- Proven ability to work well under pressure and meet all deadlines
- Strong analytical and problem-solving skills
- Strong technical understanding and ability to learn new programs quickly
- Self-motivated, energetic and able to adapt quickly to change
- Willingness to work a flexible schedule
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