Essential requirements: love to learn, passionate about IT, and have fun in a team! 60% remote position.
- Diagnose hardware or software failure, and identify the resources needed to resolve the problem
- Guide the user through the steps to resolve the problem or take control of the computer remotely
- Travel to the customer's site to change or repair defective components
- Perform functional tests to ensure that the problem is resolved
- Document ticket resolutions in Connectwise
- Transfer the call to escalation if necessary
- Ticket escalation Level 2-3
- Provide support to users including email service and internal applications.
- Follow up with users and colleagues
- Installs computer stations, software, network printers and other peripherals.
- Deploys commercial software manually or automatically
- Develop and maintain documentation of work performed, user guides and incident reports.
- Be comfortable in oral and written communication in French and English
- Ability to analyze a remote situation by asking the right questions
- Thorough knowledge of Windows 7/8/10
- Knowledge of Windows server 2008 to 2019
- Knowledge in networking (VPN, VLAN, DNS, WiFi, etc.)
- Knowledge of VmWare and Remote app an ass