IT Desktop Support, Technician - Laval, Canada - Couche Tard

Couche Tard

Verified Company

Laval, Canada

2 weeks ago

Posted by:

Sophia Lee

beBee Recruiter

Description

IT Desktop Support, Technician (Level 1)
- ______________________

Department:

IT

Location:
On-site - Laval, (4204, boul. Industriel, Laval)

Hybrid mode: 3 days at the office and 2 days remotely

Type:
Contractual 6 months (possibility of permanence) - 40 hours per week

Maybe you've stopped by for a coffee, fueled up your car or grabbed something to eat on the go. Then you know what Couche-Tard is all about.

Our mission is simple:
to make our customers' lives a little easier every day.

We've grown into a successful global company with over 15,000 stores in 26 countries, serving more than 6 million customers each day.

In all, we have more than 120,000 people working at our stores and support offices.

PROFILE
You are the primary point for of contact for all incoming above store employee calls.

You will work with our end users and the Tier 2 Technicians to ensure that all reported issues are resolved in a timely manner.

Team player
Exceptional verbal and written communication skills
Excellent customer service skills
Ability to build and maintain lasting relationships with team and clients
Good organizational skills and thoroughness in the execution of tasks
Strong analytical and problemsolving skills
Able to work under pressure and switch tasks seamlessly.

WHAT YOU'LL DO

Respond in accordance with SLA guidelines to request and incident tickets, ensuring a quick and positive experience for our clients with First Call Resolution
Provide onsite and remote support to end users.
Answer incoming calls when assigned to the phone switch.
Build, configure, and deploy laptops and peripherals ensuring all hardware is accounted for in accordance with documented policies and procedures.
Create, track and document incident and request tickets with diagnostic details including actions taken from initial diagnosis through the final resolution
Ensure a ticket is created for every customer interaction.
Assist with technology in conference rooms as needed for meetings.
Provide support for Mac and other BYOD (iOS/Android) devices.
Perform other duties as assigned.

WHAT YOU'LL NEED

Call center experience: minimum 2 year.
Technical diploma or equivalent with or technical certifications (AEC, Microsoft,
ITIL Certifications) with a minimum of 2 year of related work experience.
Strong analytical and troubleshooting skills.
Proficient in Windows and Active Directory environments.
Extensive knowledge in configuring, installing and deployment of hardware.
Functional knowledge of Office 365, VPN, MFA, and Citrix environments.
Ability to adapt and prioritize assigned tasks.
Experience using
IT ticket tracking systems.
Ability to function effectively in a dynamic, fast paced, high call volume environment.
Must be able to work independently, as well as within a team.
Ownership and resolution of assigned tickets.
Must be fluent in English and French language.