Technicien en soutien aux utilisateurs intermédiaires; R4B

Responsibilities

• receive, handle and process user requests in the service center for clientele (SAC);
• follow up on active service requests, performing appropriate operations based on status or instructions, then close the request once the client confirms completion;
• create service requests in the ticketing system and ensure proper categorization and description;
• determine priority level of requests and notify major incident manager when relevant;
• route requests to the appropriate group using available tools;
• communicate relevant information for problem resolution to concerned teams;
• document interventions and applied solutions in the tracking system;
• install and configure software, internally developed applications, and approved components, ensuring proper operation;
• install and configure desktop and laptop workstations, plus other IT equipment, following established standards and procedures;
• follow up on equipment repairs;
• collaborate and participate in development, implementation, evolution projects and support ITIL processes in the activity sector.

• Hold a college diploma (DEC) in computer science recognized by the Ministry of Education or equivalent;
• Have at least two (2) years of experience as an IT technician, with at least one (1) year of IT support experience, accumulated within the last ten (10) years.

The workplace may be determined by assignment; it can be telework or onsite at client locations.

The salary will be calculated based on the average hourly rate corresponding to your profile.

• Telework and flexibility to adapt to family obligations;
• Entrepreneurial culture fostering creativity and innovation;
• Flexible hours (depending on contract type);
• Paid sick leave and leave for family events;
• Appropriate IT tools;
• Enriching and motivating workspace;
• Social and environmental initiatives;
• On-the-job training program;
• Career path planning.