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Desktop Support Technician

Sullivan and Cogliano

This is a Contract position in Montreal, QC posted August 3, 2020.

IT Desktop Support Technician ndash 6 Month Contract ndash Montreal, QC 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 bull Provide Level Two technical support to NBC clients for any incident and standard request within pre-established time frames bull Provide advanced remote technical support to respond to user requests and implement the necessary fixes.

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

bull 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 bull Completed three-year college diploma or academic equivalent, related to the line of business, and 3 years of relevant experience bull Level 2 support experience for a large network (more than 5000 PCs) bull Excellent sense of customer service is required bull Excellent knowledge of Office 365 bull Experience supporting a financial institution, an asset bull Experience in supporting banking applications, desirable bull Good ability to work in a stressful environment bull Good ability to work in a team bull Good ability to follow established processes bull Bilingualism (spoken written) French and English 55 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 qualiteacute 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.

Responsabiliteacutes primaires bull Offrir un soutien technique niveau deux aux clients de la BNC pour tout incident et demande standard dans des deacutelais preacuteeacutetablis bull Fournir une assistance technique agrave distance avanceacutee pour reacutepondre aux demandes des utilisateurs et mettre en place les correctifs neacutecessaires.

bull Installer des applications, configurer des imprimantes et peacuteripheacuteriques sur des PC des clients selon les besoins des lignes drsquoaffaires bull Suivre des processus en place pour reacutealiser les demandes dans des deacutelais preacuteeacutetablis bull Documenter toutes interventions et solutions pour les incidents dans notre systegraveme de billetterie (Remedy) bull Effectuer un suivi aupregraves des utilisateurs et des partenaires d’affaires afin de vous assurer que leurs besoins sont combleacutes bull Aider avec la reacutedaction de la documentation concernant les systegravemes, les processus et les interventions bull Participer agrave des projets TI qui demandent une expertise soutien technique niveau deux bull Travailler en collaboration avec autres eacutequipes TI, interne et externe, pour livrer un service de qualiteacute aux clients bull S’assurer de respecter les politiques, normes et proceacutedures lieacutees au domaine informatique.

bull Se tenir au courant des deacuteveloppements technologiques afin de suivre l’eacutevolution des systegravemes, eacutequipements et logiciels et deacutevelopper ses compeacutetences et connaissances de maniegravere agrave accroicirctre son autonomie professionnelle.

Exigences Internes bull Diplocircme d’eacutetudes colleacutegiales de trois ans compleacuteteacute ou l’eacutequivalent acadeacutemique, connexe au secteur d’activiteacute, et 3 anneacutees d’expeacuterience pertinente bull Expeacuterience en support niveau 2 pour un grand reacuteseau (plus de 5000 PC) bull Excellente sens de service clientegravele est requis bull Excellente connaissance de Office 365 bull Expeacuterience agrave supporter une institution financiegravere, un atout bull Expeacuterience agrave supporter des applications bancaires, souhaitable bull Bonne capaciteacute de travailler dans un environnement stressant bull Bonne capaciteacute de travailler en eacutequipe bull Bonne capaciteacute de suivre des processus eacutetablie bull Bilinguisme (parleacuteeacutecrit) franccedilais et anglais 55 dans les deux langues