Customer Experience IT Support Specialist

This is an onsite role in Montreal, QC. Working hours are 9 AM - 5 PM, 40 hours/week.

The successful candidate will primarily provide end-user technical support and technology projects.

This role will provide day-to-day on-site technical support to client's employees’ desktop and laptop systems, software and hardware installations, as well as configuring and troubleshooting laptops (Lenovo/MacBook), desktops, tablets, phones, etc.

The ESE Site Support Technician will serve as liaison between IT and business groups; act as face of IT in managing customer relationships and expectations. You will assist other infrastructure teams with server and network issues and installations when on-site technical resources are not available.

The candidate will possess a good understanding of software and hardware, related technologies, asset management as well as shipping/receiving. A passion for delivering consistent and excellent customer service is a must. The successful candidate will provide quick response and maximum uptime of all users and perform end user training when necessary.

Responsibilities

• Manage day-to-day requests from our PC Hub; ship and check in computer hardware, utilizing our web-based Workstation Database Maintain accurate records of company hardware assets.
• Responsible for administering and deploying equipment and software solutions company-wide.
• Share in production of technical/support documentation for knowledge base.
• Troubleshoot all problem areas (promptly and accurately), along with providing end-user assistance where required.
• Consistently meet established SLAs when providing support for PCs, OS, phones, tablet devices, printers, and desktop applications.
• Work in cooperation with other IT Services groups, follow processes and use provided tools to provide optimal support for employees.
• Maintain a high degree of customer service.
• Participate in activities of support and work with other IT departments to ensure requests are efficiently prioritized and completed within appropriate timeframes & drive process improvements where needed.
• Follow standards for supported application and workflows.
• Able to manage workload with minimal supervision.

Minimum Qualifications:

• Successful candidate must have provided a minimum of 3 years of IT customer service.
• Excellence in a support position (desktop support, technical call center level 2/3 or equivalent) within a fairly complex environment.
• Technical skills should include strong knowledge of AutoPilot Imaging, Windows 10/11, Azure, Mac OSX , MS Office 365, Exchange and e-mail support, Active Directory, Zoom rooms support, familiarity with ticketing systems(Service-Now experience a plus).
• Experience in understanding customers’ needs as well as meeting customers’ expectations.
• Knowledge of asset management, shipping & receiving as well as record keeping.
• Must be able to manage time effectively and to be motivated, reliable, and a self-starter.
• Successful candidate must have a strong customer service orientation, demonstrated ability to “multi-task” effectively in a fast- paced, technical environment and a clear aptitude for problem solving.
• In addition to technical troubleshooting skills the candidate must possess excellent oral / written communication and analytical skills as well as strong organizational abilities.
• Post-secondary education in a relevant field or equivalent experience.
• Current certifications delivered by renowned IT organizations (ex. CompTIA A+, HDI or Microsoft MCP) would be an asset.

Our Fortune Technology client is ranked as one of the best companies to work with in the world. As a global leader in 3D design, engineering, and entertainment software, they foster a progressive culture, creativity, and a flexible work environment using cutting-edge technologies.