IT Support Technician

This is a fully remote position, open to applicants in Canada.

📋 Description

• Deliver first-level technical support for service requests and technology incidents within a call center team setting.

• Handle calls, chats, and web ticket inquiries from users.

• Address requests and incidents or manage service requests in line with established protocols.

• Refer issues to specialized solution areas as necessary.

• Ensure a high standard of customer service for users and internal partners.

• Participate in collaborative problem-solving and nurture a supportive culture.

• Encourage process enhancements and the development of IT practices.

• Offer user assistance and support for IT system applications, encompassing installation, configuration, best practices, issue resolution, service request management, and IT and technical incident management.

• Maintain IT equipment operational, particularly through server administration.

• Examine and assess processes, information management, and data processing.

• Troubleshoot technical issues and assist in refining methods and procedures.

⛳️ Requirements

• College diploma in a related discipline.

• At least two years of experience in IT.

• Alternative combinations of qualifications and relevant experience may be taken into account.

• Experience in a call center or help desk setting.

• Excellent oral and written communication skills in both French and English.

• Availability for rotational Call Centre Hours: Monday–Friday, 6:30 a.m.–8:00 p.m. EST, and Saturday, 8:00 a.m.–5:00 p.m. EST.

• Availability to cover some statutory holidays may be necessary.

• Proactive and action-oriented.

• Customer-focused approach.

• High-quality decision-making skills.

• Ability to adapt to varying situations.

• Proficient with technology.

🏝️ Benefits

• Competitive salary and annual bonus.

• Four weeks of flexible vacation beginning in the first year.

• Defined benefit pension plan that ensures predictable, stable income during retirement.

• Group insurance plan, including telemedicine services.

• Reimbursement for health and wellness expenses and telework equipment.