Job Description

At Flynn, it\'s not just a job, it\'s a career

Bilingual IT Service Technician to work from our Montreal office, reporting to the IT Helpdesk Team Lead.

We are a collaborative team of high performing individuals working together to provide technology service and support to our internal customers while maintaining a high level of quality and customer service.

A Day in the Life

• Provide support to our client groups, through verbal and written French/English communication
• Respond to telephone calls, e-mails, and other requests for technical support in a timely manner
• Provide excellent customer service and demonstrate courteous and professional behavior
• Demonstrate a consistent sense of urgency and follow-up on open issues to ensure a satisfactory and timely resolution is achieved
• Ensure that all support requests are appropriately logged and managed within the ticketing system, including decisions and actions taken to achieve a successful resolution
• Ensure the ongoing protection and integrity of the IT systems
• Manage, deploy, and support computers, peripherals, software, printers, telephony, mobile devices and other technologies
• Evaluate, recommend, and implement solutions, knowledge base articles and documentation for end user and IT agent use
• Prompt escalation of tickets to the appropriate teams or individuals
• Maintain and update inventory and receipts of all end user hardware
• Other responsibilities and projects as assigned
• Must be available to work rotating schedules which include evenings, and some weekends and holidays
• Some travel is required

Exigences : * Fournir un soutien \xc3\xa0 nos groupes clients, par le biais de communications verbales et \xc3\xa9crites en fran\xc3\xa7ais et en anglais.

• R\xc3\xa9pondre aux appels t\xc3\xa9l\xc3\xa9phoniques, aux courriels et aux autres demandes d\'assistance technique dans les meilleurs d\xc3\xa9lais.
• Fournir un excellent service \xc3\xa0 la client\xc3\xa8le et faire preuve d\'un comportement courtois et professionnel.
• Faire preuve d\'un sens de l\'urgence constant et assurer le suivi des questions en suspens afin de garantir une r\xc3\xa9solution satisfaisante et rapide.
• Veiller \xc3\xa0 ce que toutes les demandes d\'assistance soient correctement enregistr\xc3\xa9es et g\xc3\xa9r\xc3\xa9es dans le syst\xc3\xa8me de tickets, y compris les d\xc3\xa9cisions et les mesures prises pour trouver une solution satisfaisante.
• Assurer la protection et l\'int\xc3\xa9grit\xc3\xa9 des syst\xc3\xa8mes informatiques.
• G\xc3\xa9rer, d\xc3\xa9ployer et soutenir les ordinateurs, les p\xc3\xa9riph\xc3\xa9riques, les logiciels, les imprimantes, la t\xc3\xa9l\xc3\xa9phonie, les appareils mobiles et d\'autres technologies
• \xc3\x89valuer, recommander et mettre en \xc5\x93uvre des solutions, des articles de la base de connaissances et de la documentation \xc3\xa0 l\'intention des utilisateurs finaux et des agents informatiques
• Transmettre rapidement les tickets aux \xc3\xa9quipes ou aux personnes appropri\xc3\xa9es.
• Maintenir et mettre \xc3\xa0 jour l\'inventaire et les re\xc3\xa7us de tout le mat\xc3\xa9riel de l\'utilisateur final.
• Autres responsabilit\xc3\xa9s et projets assign\xc3\xa9s
• Vous devez \xc3\xaatre disponible pour travailler selon des horaires variables, y compris le soir et certains week-ends et jours f\xc3\xa9ri\xc3\xa9s.
• Certains d\xc3\xa9placements sont n\xc3\xa9cessaires.

What We Are Seeking

• Must be Bilingual French and English in verbal and written communication, with the ability to translate documents
• A self-starter, a passion for IT and the ability to work in a dynamic team environment
• Degree or diploma in Computer Science/Networking or related field
• 2+ years related work experience
• Microsoft or other industry certifications such as A+, N+, ITIL considered an asset
• Proven analytical and problem-solving skills
• Excellent communication skills (written and verbal)
• Excellent interpersonal skills
• Willing to speak up and share ideas with the team
• Willing to question the status quo
• Be able to give and take criticism

Ce que nous recherchons : * Vous devez \xc3\xaatre bilingue fran\xc3\xa7ais/anglais, tant \xc3\xa0 l\'oral qu\'\xc3\xa0 l\'\xc3\xa9crit, et avoir la capacit\xc3\xa9 de traduire des documents.

• \xc3\x8atre autonome, passionn\xc3\xa9 par les technologies de l\'information et capable de travailler dans un environnement d\'\xc3\xa9quipe dynamique.
• Dipl\xc3\xb4me en informatique/r\xc3\xa9seaux ou dans un domaine connexe.
• 2 ans ou plus d\'exp\xc3\xa9rience professionnelle dans ce domaine
• Certifications Microsoft ou autres certifications du domaine telles que A+, N+, ITIL sont consid\xc3\xa9r\xc3\xa9es comme un atout
• Comp\xc3\xa9tences \xc3\xa9prouv\xc3\xa9es en mati\xc3\xa8re d\'analyse et de r\xc3\xa9solution de probl\xc3\xa8mes
• Excellentes comp\xc3\xa9tences en communication (\xc3\xa0 l\'\xc3\xa9crit et \xc3\xa0 l\'oral)
• Excellentes comp\xc3\xa9tences interpersonnelles
• Volont\xc3\xa9 de s\'exprimer et de partager ses id\xc3\xa9es avec l\'\xc3\xa9quipe
• \xc3\x8atre pr\xc3\xaat \xc3\xa0 remettre en question le statu quo
• \xc3\x8atre capable de donner et d\'accepter des critiques

About You

• Knowledge of Active Directory and Exchange account management, troubleshooting of computer hardware and software, VOIP/telephony support, mobile device support, networked multifunction printer maintenance, audio visual/meeting/collaboration systems support, and IT service tools
• Experience with Windows based desktop/server operating systems, and mobile device operating systems.
• Knowledge of supporting various client-side software such as Microsoft 365 Apps, MS Teams (including room systems and phone system). Experience with supporting hardware and software for a manufacturing plant and engineering is an asset
• General knowledge of a range of diagnostic and logging tools
• Technical and non-technical writing of end user communications and articles for all technologies supported by the IT support team

Les comp\xc3\xa9tences techniques demand\xc3\xa9es: * Connaissances en gestion des comptes Active Directory et Exchange, du d\xc3\xa9pannage du mat\xc3\xa9riel et des logiciels informatiques, du support VOIP/t\xc3\xa9l\xc3\xa9phonie, du support des appareils mobiles, de la maintenance des imprimantes multifonctions en r\xc3\xa9seau, du support des syst\xc3\xa8mes audiovisuels/de r\xc3\xa9union/collaboration et des outils de service TI.

• Exp\xc3\xa9rience avec les syst\xc3\xa8mes d\'exploitation Windows pour ordinateurs de bureau/serveurs et des syst\xc3\xa8mes d\'exploitation pour appareils mobiles.
• Connaissances en soutient de divers logiciels c\xc3\xb4t\xc3\xa9 client tels que Microsoft 365 Apps, MS Teams (y compris les syst\xc3\xa8mes de salle et le syst\xc3\xa8me t\xc3\xa9l\xc3\xa9phonique). L\'exp\xc3\xa9rience en assistance mat\xc3\xa9rielle et logicielle pour une usine de fabrication et en ing\xc3\xa9nierie est un atout.
• Connaissances g\xc3\xa9n\xc3\xa9rales d\'une gamme d\'outils de diagnostic et de journalisation.
• R\xc3\xa9daction technique et non technique de communications et d\'articles destin\xc3\xa9s aux utilisateurs finaux pour toutes les technologies prises en charge par l\'\xc3\xa9quipe du support informatique.

What We Offer

• Funded training and development programs
• Very well-equipped on-site gym
• Dental and supplemental medical plan
• RRSP contributions
• Excellent on site, subsidized cafeteria

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Flynn Group of Companies is the leading trade contractor in North America that works on virtually every aspect of a building\'s outer layer, including Roofing, Glazing, Waterproofing, and Architectural Metals. The foundation of our award winning success is having the right people on our team.

Flynn Group of Companies