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CorTech LLC: Desktop Support Technician

CorTech LLC

This is a Full-time position in Montreal, QC posted July 30, 2020.

IT Desktop Support Technician in 6 Month Contract in Montreal, QC Must be bilingual French and English Reporting to the Director, you will optimize the quality of IT interventions and services by acting as a resource person and technical advisor in your area of expertise.

Primary Responsibilities Provide Level Two technical support to NBC clients for any incident and standard request within pre-established timeframes Provide advanced remote technical support to respond to user requests and implement the necessary fixes.

Install applications, configure printers and peripherals on customers’ PCs according to the needs of business lines Follow processes in place to complete requests within pre-established timelines Document all interventions and solutions for incidents in our ticketing system (Remedy) Follow up with users and business partners to make sure their needs are met Assist in writing documentation of systems, processes and interventions Participate in IT projects that require technical support level two expertise Work with other internal and external IT teams to deliver quality service to clients Ensure compliance with policies, standards and procedures related to the computer field.

Keep abreast of technological developments in order to monitor the evolution of systems, equipment and software and develop their skills and knowledge in order to increase their professional autonomy.

Internal Requirements Completed three-year college diploma or academic equivalent, related to the line of business, and 3 years of relevant experience Level 2 support experience for a large network (more than 5000 PCs) Excellent sense of customer service is required Excellent knowledge of Office 365 Experience supporting a financial institution, an asset Experience in supporting banking applications, desirable Good ability to work in a stressful environment Good ability to work in a team Good ability to follow established processes Bilingualism (spoken / written) French and English 5/5 in both languages COVID: Rotation working from home 2-3 days office environment per week.

After COVID 5 days in the office.

Training: up to a month of training, with the same COVID schedule __________________________________________________________________________________________________ Relevant du directeur, vous optimiserez la qualit des interventions et des services offerts dans le domaine informatique en agissant en tant que personne-ressource et conseiller technique dans votre domaine d’expertise.

Responsabilits primaires Offrir un soutien technique niveau deux aux clients de la BNC pour tout incident et demande standard dans des dlais prtablis Fournir une assistance technique distance avance pour rpondre aux demandes des utilisateurs et mettre en place les correctifs ncessaires.

Installer des applications, configurer des imprimantes et priphriques sur des PC des clients selon les besoins des lignes daffaires Suivre des processus en place pour raliser les demandes dans des dlais prtablis Documenter toutes interventions et solutions pour les incidents dans notre systme de billetterie (Remedy) Effectuer un suivi auprs des utilisateurs et des partenaires d’affaires afin de vous assurer que leurs besoins sont combls Aider avec la rdaction de la documentation concernant les systmes, les processus et les interventions Participer des projets TI qui demandent une expertise soutien technique niveau deux Travailler en collaboration avec autres quipes TI, interne et externe, pour livrer un service de qualit aux clients S’assurer de respecter les politiques, normes et procdures lies au domaine informatique.

Se tenir au courant des dveloppements technologiques afin de suivre l’volution des systmes, quipements et logiciels et dvelopper ses comptences et connaissances de manire accrotre son autonomie professionnelle.

Exigences Internes Diplme d’tudes collgiales de trois ans complt ou l’quivalent acadmique, connexe au secteur d’activit, et 3 annes d’exprience pertinente Exprience en support niveau 2 pour un grand rseau (plus de 5000 PC) Excellente sens de service clientle est requis Excellente connaissance de Office 365 Exprience supporter une institution financire, un atout Exprience supporter des applications bancaires, souhaitable Bonne capacit de travailler dans un environnement stressant Bonne capacit de travailler en quipe Bonne capacit de suivre des processus tablie Bilinguisme (parl/crit) franais et anglais 5/5 dans les deux langues