Customer Support Agent, IT - Jobs in Montréal

Job Description

Job DescriptionUnder the authority of the IT Service Desk Manager, the Customer Service Agent’s role is to ensure proper computer operation so that end users can accomplish business tasks. This includes receiving, prioritizing, documenting, and actively resolving end-user help requests and escalating incidents when considered appropriate and necessary to maintain SLA expectations. Any calls that cannot be resolved in a 30-minute window need to be escalated to the technical support agent group.ResponsibilitiesStrategyamp; PlanningAlert management to emerging trends in incidents.Acquisitionamp; DeploymentDeploy pre-packaged software using distribution tools and processes as requested by end users.Operational Management· Provide first contact support of incoming requests to the service desk via telephone, web portal, email, walk up, to ensure courteous, timely, and effective resolution of end-user issues;· Build rapport and elicit problem details from service desk customers;· Prioritize incidents and service requests according to defined processes to meet defined SLAs;· Escalate incidents with accurate documentation to suitable technician, when required;· Record, track, and document the service desk incident-solving process, including all successful and unsuccessful decisions made and actions taken, through to final resolution;· Use remote tools and diagnostic utilities to aid in troubleshooting;· Research solutions through internal and external knowledgebase as needed;· Identify and learn appropriate software and hardware used and supported by the organization;· Ensure antivirus software is installed and virus definitions are up to date;· Install approved software requests manually or using a deployment server;· Test fixes to ensure an incident has been adequately resolved;· Develop help sheets and FAQ lists for end users;· Contribute to technician knowledgebase as needed;· Reinforce SLAs to manage end-user expectations;· Provide suggestions for continual improvement;Position RequirementsFormal Educationamp; Certification· College diploma or university degree in the field of computer science and/or 1 to 2 years equivalent work experience;Certifications (Not required but and asset to be considered for promotion);· CompTIA A+, Network +, Security + ;· Microsoft;· ITIL Foundations;Knowledgeamp; Experience· Knowledge of basic computer hardware;· Experience with desktop and server operating systems;· Experience with various software used in business environment;· Experience with Remote Control Software;· Experience with troubleshooting printers, scanner and various other peripherals remotely;· Experience with troubleshooting and supporting mobile devices iPhone, iPad, Android;· Working knowledge of a range of diagnostic utilities;· Familiarity with the fundamental principles of ITIL;· Exceptional written and oral communication skills;· Exceptional interpersonal skills, with a focus on rapport building, listening, and questioning skills;· Strong documentation skills;· Bilingual French and English required;Skill Set· Excellent communication skills;· Troubleshooting and problem-solving;· Ability to explain technical information clearly;· Ability to prioritize and multitask efficiently;· Knowledge of call tracking applications;· Collaborative team spirit;· Analytical and process-oriented approach;· Ability to learn new software and hardware;· Attention to detail and organizational skills;· Ability to perform diagnostic tests;· Ability to create case notes and error log;· Good identifying process improvements;Technical Knowledge· Active directory, TCP/IP, DHCP, DNS,VPN;· Deployment technologies (PC images, application);· Knowledge of O365;· Experience working with, Windows OS in a business environment;· Experience working with Microsoft Office Suite;· Ability to install, configure, administer and troubleshoot a wide range of desktop hardware and software;· Experience with Remote Control Team viewer, remote desktop, Ivanti remote desktop;· Experience with troubleshooting printers, scanner and various other peripherals;· Experience with troubleshooting and supporting mobile devices iPhone, iPad, Android, etc;Personal Attributes· Ability to conduct research into a wide range of computing issues as required;· Ability to absorb and retain information quickly;· Ability to present ideas in user-friendly language;· Highly self-motivated and directed;· Keen attention to detail;· Proven analytical and problem-solving abilities;· Ability to effectively prioritize and execute tasks in a high-pressure environment;· Exceptional customer service orientation;· Experience working in a team-oriented, collaborative environment;· People person and team player;Work Conditions.6 month contract possibility of permanence;· 35-hour onsite work week. (some remote work possible);· Typical business Hours are from 9AM – 5PM, Mon – Fri;· Sitting for extended periods of time;· Dexterity of hands and fingers to operate a computer keyboard, mouse, power tools, and other computer components;· Lifting and transporting of moderately heavy objects up to 50lbs , such as computers and peripherals printers UPS as needed.