Coordinator, IT End-User Support (Level 2)

  • Location

    Montreal, Canada

  • Sector:

    IT Support & Tech

  • Job type:

    Temporary

  • Contact:

    Tavia Delisser

  • Job ref:

    12846

  • Published:

    4 months ago

  • Duration:

    8.0

  • Expiry date:

    2019-07-18

  • Startdate:

    2019-05-13

Job Title: Bilingual IT End-User Support Coordinator (Level 2)

Type: 2 month contract (possibility of extension)

Location: Montreal, Quebec

Starts: May 13th 2019

Ends: July 23rd 2019

SUMMARY

Provide level 2 support to end-users utilizing a range of media (including the infrastructure environment and software) to troubleshoot and resolve issues of moderate complexity across the organizations’ environment.

GENERAL DESCRIPTION

  • Manage support incidents & work orders in Remedy ticketing service
  • Respect SLA’s in Remedy  
  • Be able to perform on demand computer hardware, software installations in Windows 10 
  • Develop and maintain knowledge and technical capability across diverse and dynamic hardware, technologies, platforms and applications
  • Participate in the continuous service improvement  

REQUIRED QUALIFICATIONS

  • Associate degree or College certification.
  • 1-5 years’ experience in technical customer service/remote and deskside support
  • Strong written and verbal communication skills
  • Experience in troubleshooting hardware and software in large global organization.
  • Customer service oriented with superior problem-solving abilities.
  • Knowledge of Office 365
  • Understand Microsoft Active Directory and network services associated with (TCP-IP, DNS, DHCP, etc.)
  • Virtual private network knowledge (VPN).
  • Proactive and team oriented.
  • ITIL Certification is an asset.
  • Must be bilingual.