Technical owner for BESS subsystems at AES, leading systems engineering from requirements to deployment. Collaborating on complex projects to ensure safe and reliable operations.
MI
Hybrid Support Technician, Software Implementation
Posted 5 months ago
About the role
- Technician providing remote support for software issues for construction ERP company. Collaborating with teams for installations and customer support in a hybrid work environment.
Responsibilities
- Respond to technical inquiries from clients and ensure customer calls are handled promptly and appropriately
- Perform technical interventions (on‑premises or Cloud installations, version upgrades, performance checks, etc.) for Maestro clients in accordance with established procedures and standards
- Use a structured approach to resolve cases assigned and ensure the client is satisfied with the outcome
- Follow procedures, policies and management rules established for customer service and professional services and contribute to improving or defining new ones to enhance service delivery
- Use a ticketing system to record and track requests according to established standards
- Ensure consistent and complete documentation of requests
- Work closely with support teams to ensure calls are handled quickly
- Collaborate with other departments to share technical knowledge and follow up on incidents requiring their intervention
- Participate, as a technical expert or customer representative, in various activities (committees, meetings, training, etc.) related to Maestro's technical environment
- Keep technical support and professional services documentation up to date
- Contribute to special projects as needed
Requirements
- College diploma in computer science or another relevant discipline, or equivalent experience
- Microsoft certifications and experience administering Microsoft Windows systems
- Strong knowledge of MS SQL databases (DBA), required
- Basic networking knowledge
- Knowledge of IIS
- Familiarity with diagnostics and troubleshooting practices and principles
- Proficiency with MS Office (365), including integrations with Exchange/Outlook
- Hands-on operational maintenance experience; cloud experience is an asset
- Knowledge of design and configuration of management or financial systems is an asset
- Customer-service oriented with strong ability to explain technical concepts to non-technical users
- Collaborative and team-oriented
- Excellent communication skills in French and English (spoken and written)
- Organized, autonomous, resourceful and detail-oriented
- Available to work outside normal hours, upon request
Benefits
- Friendly, dynamic work environment
- Human-centered management that recognizes your work‑life balance needs
- Hybrid work model (4 days remote)
- Structured support for employee development
- Onboarding plan for new employees
- Regular performance management
- Skills development (conferences, training, Maestro University)
- Special projects to keep you motivated and challenged
- Competitive salary (we also comply with pay equity legislation)
- Valuable employee benefits
- Employee Assistance Program
- Telemedicine (Telus Health)
- Group insurance (most coverages effective from day 1)
- Flexible RRSP savings plan at a preferential rate with employer contribution
- Option to contribute to a TFSA
- Generous vacation program that recognizes your years of experience when joining Maestro
- 5 floating days
- Unlimited coffee and free parking at the office
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Tech skills
Location requirements
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