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QA / IT Support


This is a Full-time position in Montréal, QC posted September 27, 2018.

Responsibilities and accountability

  • Support the development team in the elaboration and execution of the testing and debugging of our software solutions;
  • Act as the primary point of contact for Level 2/3 expert technical support to our clients, across multiple channels: helpdesk, email, phone, chat;
  • Take ownership of the client’s requests and ensure quick response and resolution of all issues, escalating to the technical/product team or account manager only as required;
  • Respond to and resolve emergency incidents on a 24/7 basis (on occasional occurrences);
  • Ensure client requests, issues and bug reports are always captured in the Helpdesk system and Issue/Development tracking systems;
  • Produce periodic reports on helpdesk performance as well as infrastructure and software performance;
  • Monitor the cloud infrastructure and quickly address any issues or warnings arising to ensure the SLAs are met;
  • Conduct maintenance on client installations and the cloud infrastructure;
  • Contribute to technical and user documentation as required;
  • Engage in continuous training and knowledge sharing activities with the team to always be on the forefront of technologies and methodologies;
  • Foster the company culture, mission and values.

Skills and personality

  • Resourcefulness, autonomy and ability to work collaboratively with an extended team and the clients;
  • Versatility and ability to adapt to a continuously evolving environment, technologies and methodologies;
  • Strong analytical and problem-solving skills with the persistence and determination in solving complex problems and working within constraints;
  • Knowledge or experience in software development (full stack) an asset;
  • Bilingual French/English. Spanish is a strong asset.

Technical expertise

  • Solid global knowledge of IT/networking/computer systems and internet technologies: IP, HTTP, Email, DNS, Firewalls, VPN, virtualization, etc.;
  • Expertise in cloud infrastructure and security;
  • Microsoft SQL Server (2012/2016);
  • Microsoft IIS/Windows Server;
  • Knowledge and expertise in SSAE16 or equivalent standard an asset.

Skills Required

  • Education level: College
  • Work experience (years): 3-5 years


Salary: N/D

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