Technical Support Specialist - Montréal, Canada - Knowledge One

Description

We are a learning and eLearning consulting services company that provides businesses, professional organizations and institutions with reliable and cost-effective learning solutions.

Our mission is to provide leading universities and professional organizations with reliable, cost-effective online course development, delivery resources and support services.

We offer a work environment that values diversity, creativity, team work, work life balance and, most of all, fun We are open to teleworking.

We are looking for a Technical Support Specialist to join our team for two (2) years with possibility of permanency after the duration of this contract.

• Act as the first point of contact for all end user ITrelated issues, both in person and remotely, providing timely and effective solutions to hardware, software, and network problems.
• Investigate end user software and hardware problems, identify their source, determine possible solutions, test, and implement solutions.
• Install, configure, and maintain desktops, laptops, printers, peripherals, and other IT equipment as needed.
• Research, recommend and install enhancements and operating procedures that optimize systems availability for end users.
• Provide user training and guidance on software usage and best practices to enhance productivity and efficiency.
• Document systems problems and resolutions for future reference and ensure that all maintenance procedures are properly documented.
• Carry out required "on call" assignments.
• Other related adhoc tasks.

• Technical support experience in Microsoft Windows 10/11, Office365, OneDrive, Microsoft Azure, MS Teams and Outlook installation, configuration and maintenance
• Strong proficiency in troubleshooting and resolving hardware and software issues on Microsoft Windows and macOS based systems.
• An understanding of networking concepts.

• Strong analytical and problemsolving skills to diagnose and resolve technical issues efficiently.
• Capacity to think creatively and find innovative solutions to complex problems while within a framework of existing guidelines and standards.

• Exhibit a clientfocused mindset, going above and beyond to ensure end users' needs are met promptly and professionally.
• Manage end user expectations and communicate progress on issue resolution effectively.
• Demonstrate a high degree of empathy and patience when dealing with end users, recognizing the impact technical issues may have on their work.
• Communicate technical concepts in a clear and accessible manner, avoiding jargon and ensuring users understand the solutions provided.
• Ability to remain calm and composed under pressure, even when handling challenging user situations.
• Excellent verbal and written communication skills to effectively convey technical information to nontechnical users.
• Strong interpersonal skills to collaborate with team members and work effectively in a collaborative environment.
• A high level of empathy and patience when dealing with end users' technical frustrations and challenges.

• A college degree in Information Technology, Computer Science or other pertinent field.
• Industry certifications such as CompTIA A+, Microsoft Certified Professional (MCP), or equivalent certifications would be advantageous.

• Minimum of 2 years of experience in a similar role.
• Familiar with standard concepts, practices and procedures within his/her environment

• Fluency in French and English is essential for effective communication with our diverse end user base.

• Ability to perform work that requires considerable physical effort such as heavy lifting (workstations, monitors, etc.)
• Maintain confidentiality with regard to the information being processed, stored or accessed.

• Flexible hours, 35 hours a week
• Complete insurance plan
• Employee Assistance Program (EAP)
• Dialogue Telehealth Virtual Service
• Companymatched pension plan
• Personal and sick day banks
• Dynamic and fun team
• Office located downtown, across the street from Guy-Concordia Metro station.
• Open to teleworking
• And much more

• Casual dress
• Company events
• Dental care
• Disability insurance
• Employee assistance program
• Extended health care
• Life insurance
• Paid time off
• RRSP match
• Tuition reimbursement
• Vision care
• Work from home

• 8 hour shift
• Day shift
• Monday to Friday
• On call
• Weekends as needed

• Overtime pay