Technical Support Technician

Brief description of the position :

In order to meet the needs of its clients in the IT sector, FOP CONSULTANTS is looking for Technical Support Technicians (I, II, III) motivated to carry out mandates. The main missions would be to provide technical support to users on incidents, follow up on tickets, prepare computer equipment and materials, create user accounts, create technical documentation, and support training activities.

Main responsibilities :

Without limitation, the main tasks involve:

• Provide support to users for the resolution of problems related to hardware and computer equipment, software, internet, and operating system;
• Document and analyze incident requests. Resolve incidents according to priorities; Support internal IT teams to resolve all types of incidents;
• Ensure ticket follow-up, make updates, and document databases;
• Validate the level of user satisfaction and ensure that tickets are closed;
• Modify and create user access;
• Perform file backup management for the various systems;
• Support the writing of technical documentation for training needs;
• Participate in user training on the use of equipment and materials, software and applications;
• Prepare the equipment and materials assigned to users and ensure their optimal use;
• Participate in weekly meetings to follow the progress of the work.

Qualifications :

• Bachelor's degree or DSC in computer science, or any other related discipline;
• 2 (two) to 10 (ten) years of experience in the field of IT;
• Relevant experience in level I, II or III technical support;
• Experience in configuring computer equipment and hardware (desktop computers, laptops, printers, tablets, smart phones, etc.);
• Experience installing software and applications;
• Experience with Active Directory (AD);
• Experience in managing file backups;
• Be familiar with Microsoft O365 tools (Teams, One Drive, SharePoint);
• Experience with ticketing systems (JIRA; Service Now, etc.), an asset;
• Experience with Microsoft Intune, an asset;
• Knowledge of email management systems (Exchange, etc.);
• Good communication and writing skills in French and English;

Personal skills :

• Leadership;
• Rigor et discipline;
• (Organize), able to manage several projects;
• Analytical and critical mindset;
• Perseverance;
• Humility

What we offer :

In order to allow the full development of our team members, FOP CONSULTANTS guarantee the support and comfort necessary for the achievement of their mandate. The main advantages offered are as follows:

• Competitive wages;
• Group insurance;
• Professional insurance;
• Remote work, according to the customer needs;
• Vacations: 3 weeks;
• Paid sick leave: 3 days;
• Monthly transportation fees;
• Career advancement opportunity;
• Continuing education.