The IT Support Technician (Level 1) is responsible for providing technical assistance and support related to computer systems, hardware or software. He/she will respond to requests, isolate problems, and identify and implement solutions.
ASSIGNED RESPONSIBILITIES
- Provide initial response to service incidents;
- Perform entry-to-intermediate level technical/application interventions, root cause analysis and provide escalation service;
- Accompany the user in the problem solving process;
- Enter updates directly into the ticketing system (start and end times, details of work performed) immediately after completing each intervention;
- Ensure an efficient user interface during service interventions and maintain the highest degree of customer satisfaction;
- Serve as a point of contact for assistance requests;
- Physically travel to Ontario warehouses to support users in the event of an emergency or serious problem;
- Write and maintain documentation, training manuals and SOPs;
SUCCESS FACTORS
- Technical background: A solid mastery of information technology, with a relevant college diploma or 1 to 3 years of experience in a similar role, will allow you to be effective in the various technical support activities;
- Excellent communication and interpersonal skills, as well as a patient, friendly attitude and the ability to work in a team;
- Business acumen: You have the ability to translate needs into procedures and identify problems and challenges. Your global vision allows you to provide tailored solutions that will contribute to the evolution of the SAP solution;
- Problem-solving skills: Your analytical and organizational skills allow you to find solutions and diagnose complex problems. You like to approach problems and analyze situations and solutions in order to increase organizational performance;
N.B. The person must have their own means of transportation in order to move around Ontario warehouses.
