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It helpdesk technician


This is a Full-time position in Montreal, QC posted January 14, 2020.

Description WHO WE ARE | THE COMPANY Fednav, headquartered in Montreal, is the largest ocean-going ship owning and chartering group in Canada engaged in ocean transportation of mainly bulk cargoes on a worldwide basis.

With 75 years of experience and expertise, we are a driven, innovative, and respected organization committed to our employees and customers.We are currently looking for an IT Help Desk Technician to provide technical assistance and IT support to our Montreal and global employees.

The ideal candidate will deliver exceptional customer service and gather necessary information to resolve and/or facilitate resolution of a wide range of IT issues, and set up, configure, maintain, trouble shoot, and upgrade hardware, software and networks.WHAT YOU’LL BE DOING | THE ROLEKey responsibilities include:Resolve and/or facilitate resolution of a wide range of IT issues and liaise with other IT team members on application and system issuesOpen, monitor and resolve tickets in a timely fashion while providing quality solutionsEnsure customer satisfaction, including taking ownership of open tickets and ensuring incidents are fully resolvedAnswer and resolve inquiries regarding software and hardware, copiers, phone system, and mobile devices (cellular phone & tablet) via phone, email and in-person during regular office hours and rotating on an on-call, 24/7 basisSet up, configure, maintain, troubleshoot, and upgrade hardware (computers, peripherals, telephones, mobile devices, etc.), software (Office 365, IMOS, etc.) and networks (mobile device to servers)Manage and prioritize incidents with incident management reporting systemCreate, develop, and maintain documentation for IT TeamMaintain all IT accounts, security groups, policies, hardware inventory, software licenses, etc.Liaise with third party vendorsReview and streamline technical processesAssist in R&D on new technology WHAT YOU BRING | THE PERSON The ideal candidate has:Minimum 3 years of help desk or related experiencePost-secondary degree in Information Technologies, or MCSA, or the equivalent in experienceProven knowledge of basic hardware and software including familiarity with deployment of Windows 10, MS Office Suite (O365)Solid understanding and experience with Active DirectoryExperience with use common ticketing systemsExperience supporting printers, audio/video systemsKnowledge of various remote-control applications: TeamViewer, WebEx,, etc.Knowledge of networking and wiring, m, and MS Server would be considered an assetAdvanced troubleshooting and analytical skillsBasic understanding of networking conceptsExcellent time management skills, the ability to multi-task and prioritize, and consider yourself a self-starterGreat communication skills and the ability to deal with users at all levels of the organizationAbility to simplify technical concepts using user-friendly languageBilinguism, English and FrenchHonesty, integrity, and a respect toward community and environment define our