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Support Operator

Procom

This is a Contract position in Montreal, QC posted July 28, 2019.

Support Operator On behalf of our client, Procom is seeking a Support Operator for a 5 months contract in Montreal, Quebec Support Operator Job Details Provides support to end users on a variety of issues.

Identifies, researches, and resolves technical problems.

Responds to telephone calls, email and personnel requests for technical support.

Support Operator Responsibilities Troubleshoot, triage, resolve or escalate first and second level deskside calls
• Resolve incidents and “how to” calls related to in-scope applications
• Prepares and processes related paperwork
• Provide regular updates to end users on new or upgraded hardware and software
• Perform password reset and account unlocks using Client tools or Client applications and instruct end users on how to initiate and perform self-service password resets when applicable
• Suspend or re-enable user accounts
• Monitoring and managing of tickets until resolution within target timeframes (SLAs)
• Prepare reports on the nature and number of calls received for the different issues
• Create knowledge base articles, documentation, scripts, and/or send emails advising of new procedures/processes
• Provide training to other operators on the team
• Mobility Level 1 Support (If required, escalation of cases to higher level support) Support Operator Mandatory Skills Typically secondary/ high school qualified with a relevant technical qualification
• Windows 7 and Windows 10 troubleshooting experience
• Microsoft Office troubleshooting experience
• At least 1-2 years relevant work experience
• Knowledge and understanding in PC hardware and software support
• Knowledge and understanding of LAN’s technologies
• A certification is required.

• Attainment or working towards MCP or MSDS (Microsoft Deskside Support) certification
• Bilingual – French & English required Support Operator Assignment Length 5 months Support Operator Location Montreal, Quebec Tech Support Analyst Start Date July, 15, 2019