Help Desk Technician I providing technical support for user issues and troubleshooting at AMERICAN SYSTEMS. Engaging in ticket management and assisting in technical documentation and user assistance.
About the role
- Technician Help Desk managing IT support for various clients. Responsible for troubleshooting issues and ensuring user satisfaction with IT services.
Responsibilities
- Troubleshooting
- Diagnose IT malfunctions (hardware or software) remotely using defined procedures and internal tools (DMS)
- Identify resources required to resolve incidents
- Perform remote troubleshooting across IT and office equipment fleets (hardware, software, networks, etc.)
- Guide users or take remote control to resolve technical issues
- Adhere to the quality, security and time requirements defined by Interway and its clients
- Document each intervention: create, track, escalate and close tickets according to established procedures
- Operational Maintenance (MCO)
- Configure workstations according to user needs and perform functional tests
- Perform software updates as part of hardware upgrades or at the client’s request
- Provide basic user training to promote autonomy
- Provide educational support during users’ onboarding of tools
Requirements
- Degree or experience in IT (associate degree such as BTS/DUT in IT or equivalent)
- Excellent communication skills, comfortable with a variety of interlocutors
- Responsive, methodical and rigorous when handling technical incidents
- Familiar with desktop environments, networks and IT hardware
- Motivated by problem solving and customer service
- Proficient with remote support tools and Windows environments (servers and workstations)
- Knowledge of networking (TCP/IP, VPN, etc.)
- Basic understanding of IT security and ITIL best practices (an asset)
Benefits
- Gift vouchers
- 50% public transport reimbursement
- Health insurance
- Profit-sharing
- Meal vouchers
- Quarterly bonus
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Tech skills
Location requirements
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