Job Description
Responsibilities:

• Handling incoming end-users requests and incidents (investigate & troubleshooting, analyzing, finding resolution, escalating);
• Interact with end-users via calls, email and chat;
• Incident ownership and communication throughout the lifecycle of the incident;
• Handle in policy and out of policy service requests;
• Execute IMACD tasks;
• Raise requests for authorization of service requests.

Technical Requirements:

• Experience in troubleshooting PCs/Laptops/Tablets, VPN, etc.;
• Experience in IT Support, Technical Support, End-user Support;
• Experience with Microsoft OS (Windows 11);
• Help end-users manage software installations and hardware repairs;
• Experience and Understanding of a VM;
• Understanding of networking and networking protocols;
• Knowledge of mobile devices and mobile phone services;
• Experience with MS Office Suite;
• Knowledge of ticketing and CMDB tools;

Additional Information

• Problem solving skills;
• Flexible and stress resilient;
• Attention to detail;
• Customer and Service focus;
• Spoken and written interpersonal, communication and presentation skills;
• English and French mandatory

Job Type: Full-time