Deliver IT support using remote capabilities and leading-edge automation tools.
Identify, troubleshoot, research, support and resolve customer IT issues.
Manage Customer relationship and experience.
Accountable point of engagement and direction for customers and 3rd Party vendors to engineering.
Work on problems of diverse scope where analysis of data requires an evaluation of identifiable factors
Role Model in Creating, delivering and managing knowledge and technical resources.
Develop, train and educate in technology, product usage and functionality
Provide diagnostics on technical software problems.
Provide remote call assistance.
Initiate Service call process.
Provide prompt, courteous, and professional telephone support to both internal and external Customers.
Support teamwork within the group.
Maintain product knowledge.
Understand and fully comply with Contact Centre procedures.
Strong verbal and written communication skills, fluency in French is a requirement of the position.
IT related diploma and or 2-3 years’ experience in a Technical Support Position
Must be able to demonstrate previous success related to technical solutions delivery as well as solid foundation in connectivity concepts and applications.
Certifications such as A+ and MCP an asset
Strong knowledge of Microsoft Office, Outlook, Windows desktop operating systems, Windows server platforms, network diagnostic tools, Microsoft Exchange, Active Directory, DHCP , VPN, Unix, MAC
Graphic Based Knowledge is an asset (Adobe suite, Digital Press, etc)
Color Theory is an asset
Well organized; ability to prioritize work, with attention to detail
Must be accustomed to managing multiple issues simultaneously while maintaining the integrity of each engagement.
Must possess exceptional problem solving, critical thinking and analytical skills to
troubleshoot and resolve project issues and challenges.
Strong teamwork and interpersonal skills.
Must be able to demonstrate a customer and team focused attitude and perspective.
Mature and self-confident, ability to work successfully unsupervised.
Ability to work independently in High pressure situations.
Must be able to work a rotating work shift schedule, Monday to Friday.