Job Description

Intelcom | Dragonfly
With more than 100 sorting stations and operations across three continents, Intelcom | Dragonfly is Canada's leader in last-mile logistics. Our vision is clear: to deliver fast, accurate, and reliable service powered by cutting-edge technology.

A Strategic Role at the Heart of Logistics
Primary ResponsibilitiesAnalyze requests, consider their urgency and complexity, and handle or escalate them to the appropriate team with the necessary expertise. Respond to phone calls from users and assist them in resolving IT-related requests, incidents, or problems. Greet users to answer questions, handle requests, and resolve IT incidents they raise. Track assigned requests and incidents until resolution or closure, escalating those that cannot be resolved to the relevant teams. Document service requests and incidents encountered as well as the workarounds or solutions applied. Report and share new methods and procedures used with the team when necessary. Ensure the proper functioning of equipment following interventions and document these in accordance with established procedures. Collaborate on various projects leveraging your skills, as requested by your immediate supervisor. Order and install all IT and technology equipment in new workstations. Set up technological tools for new users. Maintain user computer equipment and software. Address issues during work hours or after hours as needed. Provide and deploy new software and equipment. Plan and perform regular software updates. Provide support to users of operational platforms.


Required Knowledge, Skills, and ExperienceDiploma in IT, DEP in IT support, or any similar training. 2 years of professional experience in technical support. Customer service-oriented approach and excellent problem-solving skills. Knowledge of antivirus software such as Webroot, McAfee, Symantec, Sophos, etc. Competence in remote access software such as TeamViewer, GotoAssist, Join.me, RDP, Citrix, etc. Familiarity with ITSM software such as Remedy, Track-IT!, Heat, Jira, etc. Knowledge of VPN concepts, remote connection, and networking in general. Experience with ProgressionLive is an asset. Experience with PC and Apple IT equipment. Proficiency with Microsoft Office 365, including Teams. Excellent skills in remote and in-person technical interventions. Good knowledge of the Atlassian Jira ticketing system or similar ITSM software. The role involves daily (or regular) communication with pan-Canadian stakeholders. Interpersonal skills, client approach, advisory and simplification abilities. Ability to work in a team. Autonomy and organizational skills.

Why Join Us?
At Intelcom | Dragonfly, you'll thrive in a flexible and stimulating environment, surrounded by passionate talent. You'll also enjoy a wide range of benefits:On-site gym with a personal trainer Employer-provided lunch of your choice Comprehensive group insurance Group RRSP plan Wellness days Partial reimbursement for public transportation Employee Assistance Program

...and much more.

Diversity & Inclusion
At Intelcom | Dragonfly, we move forward guided by strong values: collaboration, innovation, excellence, and responsibility.
We embrace diversity, ensure equity, and foster a true sense of belonging.
Accommodation measures are available for individuals with disabilities throughout our recruitment process, in compliance with the law. Please let us know if you have any specific needs.