| Job Description |
Alteo is looking for a Level 1 IT Technician for a permanent position based in Laval.
You will have the opportunity to evolve in a dynamic environment that will allow you to launch your career in IT.
Responsibilities:
- Provide first response to service incidents (IT, printing and end-user connectivity) requiring telephone support or remote repair
- Perform entry to intermediate level technical response, root cause analysis and escalation services for all workstations and printing devices, including network connectivity (Level 1 incidents)
- Perform configuration, imaging and staging services on laptops and desktops
- Manage service incidents requiring escalation and/or on-site response
- Enter updates directly into the ticketing system (start and end times, details of work performed) immediately after each intervention
- Effectively interface with the customer during service calls and maintain the highest level of customer satisfaction
- Thorough knowledge of the warranty policies and escalation procedures of the various manufacturers supported
- Have a thorough knowledge of the company's service portfolio and maintain an in-depth knowledge of the customer's operations to provide exceptional maintenance and support services
- Keep abreast of new technologies, participate in company sponsored training initiatives, maintain personal certification requirements and obtain manufacturer certifications related to the work environment as required by management
- Adhere to escalation procedures and processes as defined by management
Profile:
- AEC/DEC in computer science or equivalent
- 1-3 years experience as IT Technician
- Passionate about technology and willing to learn
- Experience administering and troubleshooting PC and printer environments, including network connectivity
- Experience administering and troubleshooting Microsoft Windows 7/8/10 environments
- Knowledge and ability to troubleshoot standard business applications such as Microsoft Office Suite, Outlook, O365, Internet Explorer (all versions), Google Chrome (all versions), Firefox (all versions), iTunes, Adobe PDF Reader and Writer, antivirus software; Bit Defender, MacAfee, Symantec, Sentinel One, WinZip, Active X, Java etc.
- Experience in diagnosing and troubleshooting hardware: PCs (Dell, HP, Lenovo), laptops (Dell, HP, Lenovo, Toshiba), printers (HP, Kyocera)
- Basic knowledge and experience in implementing and supporting SMB interconnection infrastructure: LAN, WAN and wireless devices
- Knowledge of diagnosing and troubleshooting desktop/laptop hardware and software issues and related peripherals, printers or multifunction devices, as well as installed options and advanced features
- Knowledge of remote management tools: N-Central, TeamViewer, GoToMeeting and Microsoft Teams (asset)
- Knowledge of Active Directory administration techniques (user creation/deletion, profiles, connection scripts) as well as network concepts (asset)
- CompTIA A+ or MCP certification (asset)
- Be punctual, analytical and have good communication skills
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