Job Description

Alteo is looking for an 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
• Bilingual in French and English

Alteo recherche un Technicien TI pour un poste permanent bas\xc3\xa9 \xc3\xa0 Laval.

Vous aurez l\'opportunit\xc3\xa9 d\'\xc3\xa9voluer dans un environnement dynamique qui vous permettra de lancer votre carri\xc3\xa8re dans les TI.

Responsabilit\xc3\xa9s :

• Fournir une premi\xc3\xa8re r\xc3\xa9ponse aux incidents de service (informatique, impression et connectivit\xc3\xa9 de l\'utilisateur final) n\xc3\xa9cessitant une assistance t\xc3\xa9l\xc3\xa9phonique ou une r\xc3\xa9paration \xc3\xa0 distance
• Effectuer des interventions techniques de niveau d\xc3\xa9butant \xc3\xa0 interm\xc3\xa9diaire, analyser les causes profondes et fournir des services d\'escalade pour tous les postes de travail et appareils d\'impression, y compris la connectivit\xc3\xa9 r\xc3\xa9seau (incidents de niveau 1)
• Effectuer des services de configuration, d\'imagerie et de mise en sc\xc3\xa8ne sur des ordinateurs portables et de bureau
• G\xc3\xa9rer les incidents de service n\xc3\xa9cessitant une escalade et/ou une intervention sur place
• Saisir les mises \xc3\xa0 jour directement dans le syst\xc3\xa8me de billetterie (heures de d\xc3\xa9but et de fin, d\xc3\xa9tails du travail effectu\xc3\xa9) imm\xc3\xa9diatement apr\xc3\xa8s chaque intervention
• Assurer une interface efficace avec le client lors des interventions de service et maintenir le plus haut degr\xc3\xa9 de satisfaction du client
• Une connaissance approfondie des politiques de garantie et des proc\xc3\xa9dures d\'escalade des diff\xc3\xa9rents fabricants soutenus
• avoir une connaissance approfondie du portefeuille de services de l\'entreprise et maintenir une connaissance approfondie des op\xc3\xa9rations du client afin de fournir des services de maintenance et d\'assistance exceptionnels
• Se tenir au courant des nouvelles technologies, participer aux initiatives de formation parrain\xc3\xa9es par l\'entreprise, maintenir les exigences de certification personnelle et obtenir les certifications de fabricant relatives \xc3\xa0 l\'environnement de travail, comme l\'exige la direction
• Respecter les proc\xc3\xa9dures et les processus d\'escalade tels que d\xc3\xa9finis par la direction

Profil:

• AEC/DEC en informatique ou \xc3\xa9quivalent
• 1-3 ann\xc3\xa9es d\'exp\xc3\xa9rience comme Technicien informatique
• Passionn\xc3\xa9 par les technologies et d\xc3\xa9sir d\'apprendre
• Exp\xc3\xa9rience dans l\'administration et le d\xc3\xa9pannage des environnements de PC et d\'imprimantes, y compris la connectivit\xc3\xa9 r\xc3\xa9seau
• Exp\xc3\xa9rience dans l\'administration et le d\xc3\xa9pannage des environnements Microsoft Windows 7/8/10
• Connaissance et capacit\xc3\xa9 de d\xc3\xa9pannage des applications commerciales standard telles que la suite Microsoft Office, Outlook, O365, Internet Explorer (toutes versions), Google Chrome (toutes versions), Firefox (toutes versions), iTunes, Adobe PDF Reader and Writer, logiciels antivirus ; Bit Defender, MacAfee, Symantec, Sentinel One, WinZip, Active X, Java etc.
• Exp\xc3\xa9rience en mati\xc3\xa8re de diagnostic et de d\xc3\xa9pannage du mat\xc3\xa9riel : PC (Dell, HP, Lenovo), ordinateurs portables (Dell, HP, Lenovo, Toshiba), imprimantes (HP, Kyocera)
• Connaissance et exp\xc3\xa9rience de base dans la mise en \xc5\x93uvre et le soutien de l\'infrastructure d\'interconnexion des PME : Appareils LAN, WAN et sans fil
• Connaissances en mati\xc3\xa8re de diagnostic et de d\xc3\xa9pannage des probl\xc3\xa8mes li\xc3\xa9s au mat\xc3\xa9riel et aux logiciels des ordinateurs de bureau ou portables et des p\xc3\xa9riph\xc3\xa9riques, imprimantes ou appareils multifonctions connexes, ainsi que des options install\xc3\xa9es et des fonctionnalit\xc3\xa9s avanc\xc3\xa9es
• Connaissances sur les outils de t\xc3\xa9l\xc3\xa9gestion : N-Central, TeamViewer, GoToMeeting et Microsoft Teams (atout)
• Connaissance des techniques d\'administration d\'Active Directory (cr\xc3\xa9ation/suppression d\'utilisateurs, profils, scripts de connexion) ainsi que des concepts de r\xc3\xa9seau (atout)
• Certification CompTIA A+ ou MCP (atout)
• \xc3\x8atre ponctuel, analytique et poss\xc3\xa9der de bonnes comp\xc3\xa9tences de communication
• Bilingue fran\xc3\xa7ais et anglais

Alteo