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IT Support Technician

DRAKKAR

This is a Contract position in Quebec, QC posted March 25, 2022.

ABOUT THE JOB
Our client, an international legal services firm and a renowned employer, is looking for an IT Support Technician for its Montreal office.
YOUR RESPONSIBILITIES

  • Develop and apply IT skills (ex: troubleshooting) to resolve client issues
  • Receive incoming calls and emails from business unit end-users, document tickets and respond in a professional manner
  • Maintain and administer computer networks and related computing environments, including hardware, software, applications, and overall configurations, in a remote support capacity
  • Provide technical support for production system implementations and upgrades
  • Assist with asset inventory management
  • Work with business units, IT service desk teams, tools assets and other business partners to respond to and appropriately resolve incoming issues in a timely manner
  • Communicate ticket resolution to appropriate individuals and maintain documentation related to those tickets
  • Develop a general understanding of IT processes and policies as defined by IT Service Management to respond to inbound customer requests

OUR REQUIREMENTS

  • Experience working at a level 1 or 2 in a fast paced professional services organization
  • Experience working in a call center environment using a request management system
  • Extensive experience working with large scale clients in a demanding, time-sensitive environment
  • Ability to understand customer requests, diagnose their problem(s) and resolve them appropriately in a way that meets their needs rather than satisfies their desires
  • Process orientation, ability to focus on the end result and get things done
  • Ability to handle confidential information and good judgment
  • Excellent spoken and written communication skills
  • Microsoft certification – desirable
  • Fluent in French and English

OUR OFFER

  • Full time permanent position (35 hours/week)
  • Competitive salary
  • Benefits and pension plan
  • RRSP with employer contribution
  • Very good team collaboration and corporate culture

CONTACT
Marie-Claude Groulx
438-836-1483