• Analyze requests, consider their urgency and complexity, and handle or escalate them to the appropriate team with the necessary expertise.
• Respond to phone calls from users and assist them in resolving IT-related requests, incidents, or problems.
• Greet users to answer questions, handle requests, and resolve IT incidents they raise.
• Track assigned requests and incidents until resolution or closure, escalating those that cannot be resolved to the relevant teams.
• Document service requests and incidents encountered as well as the workarounds or solutions applied.
• Report and share new methods and procedures used with the team when necessary.
• Ensure the proper functioning of equipment following interventions and document these in accordance with established procedures.
• Collaborate on various projects leveraging your skills, as requested by your immediate supervisor.
• Order and install all IT and technology equipment in new workstations.
• Set up technological tools for new users.
• Maintain user computer equipment and software.
• Address issues during work hours or after hours as needed.
• Provide and deploy new software and equipment.
• Plan and perform regular software updates.
• Provide support to users of operational platforms.

• 2 years of professional experience in technical support.
• Customer service-oriented approach and excellent problem-solving skills.
• Knowledge of antivirus software such as Webroot, Mc Afee, Symantec, Sophos, etc.
• Competence in remote access software such as Team Viewer, Goto Assist, Join.me, RDP, Citrix, etc.
• Familiarity with ITSM software such as Remedy, Track-IT!, Heat, Jira, etc.
• Knowledge of VPN concepts, remote connection, and networking in general.
• Experience with Progression Live is an asset.
• Experience with PC and Apple IT equipment.
• Proficiency with Microsoft Office 365, including Teams.
• Excellent skills in remote and in-person technical interventions.
• Good knowledge of the Atlassian Jira ticketing system or similar ITSM software.
• Good French and English language, spoken and written.
• Interpersonal skills, client approach, advisory and simplification abilities.
• Ability to work in a team.
• Autonomy and organizational skills.