Analyste bilingue du support technique/du service d'assistance

at  AR Solutions

Montréal, QC, Canada -

Start DateExpiry DateSalaryPosted OnExperienceSkillsTelecommuteSponsor Visa
Immediate26 Nov, 2024Not Specified29 Aug, 20242 year(s) or aboveDocumentation,Communication Skills,Ticketing Systems,Microsoft Office,Service Orientation,Outlook,Powerpoint,Autotask,ExcelNoNo
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Description:

QUALIFICATIONS:

Expérience:

  • Au moins 2 à 3 ans d’expérience dans des rôles d’assistance informatique ou de support technique.
  • Exposition préalable à AutoTask ou à d’autres systèmes de billetterie.

Expérience d’application à distance :

  • Maîtrise d’AutoTask : les candidats doivent avoir une solide connaissance d’AutoTask ou de systèmes de tickets similaires pour garantir une gestion et une résolution efficaces des tickets d’assistance.
  • Compétences en documentation : Des compétences exceptionnelles en matière de prise de notes et de documentation sont essentielles. Une expérience avec ITGlue ou des systèmes de documentation comparables sera considérée comme un avantage significatif.
  • Outils de gestion à distance : les candidats doivent avoir une expérience préalable avec les outils de gestion à distance tels que DattoRMM, Screenconnect ou NinjaRMM.
  • Sensibilisation à la cybersécurité : une compréhension fondamentale des principes de cybersécurité est attendue. Une expérience pratique des outils anti-malware et la capacité de mener des opérations de nettoyage ou des enquêtes sont requises.

Compétences:

  • Solides compétences en communication et orientation vers le service à la clientèle.
  • Maîtrise des applications Microsoft Office (Word, Excel, PowerPoint, Outlook).
  • Gestion Active Directory de base.

Certifications (souhaité)

  • CompTIA A+ (ou équivalent).
  • Certifications Microsoft 365 (par exemple, MS-900).
  • Travailler vers les certifications Office 365 (par exemple, Microsoft 365 Fundamentals Certified).

Heures d’ouverture:
de 8 h 00 HNE à 17 h 00 HNE

POSITION OVERVIEW:

The IT helpdesk staff will provide technical support to end-users, troubleshoot issues, and ensure the smooth operation of IT systems. They will utilize tools like AutoTask (or other ticketing systems) and handle escalations effectively.

QUALIFICATIONS:

Experience:

  • At least 2-3 years of experience in IT helpdesk or technical support roles.
  • Prior exposure to AutoTask or other ticketing systems.

Remote Application Experience:

  • AutoTask Proficiency: Candidates should have a strong familiarity with AutoTask or similar ticketing systems to ensure efficient handling and resolution of support tickets.
  • Documentation Skills: Exceptional note-taking and documentation skills are essential. Experience with ITGlue or comparable documentation systems will be considered a significant advantage.
  • Remote Management Tools: Applicants must have prior experience with Remote Management tools such as DattoRMM, Screenconnect, or NinjaRMM.
  • Cybersecurity Awareness: A foundational understanding of cybersecurity principles is expected. Practical experience with anti-malware tools and the ability to conduct clean-up operations or investigations is required.

    Skills:

  • Strong communication skills and customer service orientation.

  • Proficiency in Microsoft Office applications (Word, Excel, PowerPoint, Outlook).
  • Basic Active Directory management.

Certifications (Desired)

  • CompTIA A+ (or equivalent).
  • Microsoft 365 certifications (e.g., MS-900).
  • Working towards Office 365 certifications (e.g., Microsoft 365 Fundamentals Certified).

Responsibilities:

Ticket Management:

  • Receive, log, and prioritize support requests from end-users.
  • Escalate tickets based on complexity, urgency, or expertise required.

Technical Support:

  • Troubleshoot hardware, software, and network issues remotely.
  • Assist with Office 365 applications (e.g., Outlook, Teams, SharePoint).

Office 365 Administration:

  • Manage user accounts, licenses, and permissions within Office 365.
  • Monitor Office 365 service health and troubleshoot issues.

    Other projects or activities may be required.


REQUIREMENT SUMMARY

Min:2.0Max:3.0 year(s)

Information Technology/IT

IT - Hardware / Telecom / Technical Staff / Support

Other

Graduate

Proficient

1

Montréal, QC, Canada