Technical Support Level 1 / 2


Our client, a company specializing in the retail industry, established for over 100 years, is looking for a level 1 / 2 support technician. Reporting to the IT Supervisor, the helpdesk technician provides technical support for first and second level, in order to achieve the company's business objectives.
The technician provides effective support for all users of the head office and stores.

Main Responsibilities
  • Provide effective first and second level technical assistance and support for incoming queries and issues related to computer systems, software a nd hardware:
  • To stores: cash register, payment terminal, PC, printer, traffic counter, alarm, router, internet, etc.
  • At the head office: PC and Mac, printer, network, smartphone (iOS and Android), IP telephony, etc.
  • Respond to queries in person, over the phone or via remote session for head office and stores
  • Install, configure, modify, repair and update computer hardware and software
  • Follow up to make sure the issue has been resolved
  • Notify end users of major system or network outages
  • Establish standards and procedures for continuous improvement
  • Document solutions to issues in the ticketing system
  • Manage, monitor, maintain, upgrade and support all applications for
  • support services (finance, human resources, information technology,
  • supply chain, marketing and warehouse)
  • Communicate with various service providers to resolve issues problems effectively
  • Create and send instruction documents to all stores or head office to share new procedures and/or new information
  • Support work on evenings and weekends (store hours), on rotation
  • Solve problems efficiently
  • Any other related tasks
  • University or college diploma in information technology, computer science or equivalent experience
  • Minimum 2 years of experience in a second level technical support environment;
  • Good knowledge of Windows, network, AD, exchange, GPO, Office 2010/2016, O365, Lansweeper, connectwise control, printers;
  • Experience in retail, an asset;
  • Motivated and self-driven, with the ability to effectively prioritize and perform
  • tasks under pressure;
  • Very good verbal and written communication skills; bilingualism (English and French)
  • Collaborative spirit and proactivity;

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