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

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

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