Agent de support technique
Staples Canada
Ce que vous ferez
Le Spécialiste du support est responsable de la gestion et de la résolution des problèmes dans les délais impartis, ce qui inclut l’identification du problème sous-jacent, le dépannage, la résolution ou l’escalade des appels problématiques, ainsi que le suivi auprès des utilisateurs pour confirmer la résolution adéquate.
L’Analyste des services de support doit également surveiller la performance des fournisseurs et escalader les problèmes et enjeux prioritaires au Chef d’équipe et à l’équipe de second niveau.
Une expérience et une compréhension de l’environnement des systèmes d’information (SI) sont requises, notamment le support aux utilisateurs finaux pour les applications et matériels PC ou serveur.
Disponibilité pour travailler les fins de semaine, en soirée et de jour.
Plus Précisément, Vous Devrez
- Fournir un support de premier niveau à tous les magasins de détail et aux utilisateurs du siège social pour les systèmes de point de vente, PC, AS400, télécommunications, réseaux, lecteurs RF et autres matériels.
- Interagir avec les analystes réseau, les spécialistes d’applications et les analystes télécom pour identifier et résoudre les problèmes.
- Contribuer par des idées et observations auprès du Chef d’équipe afin d’améliorer l’efficacité de l’équipe de support pour atteindre les objectifs téléphoniques et les seuils SLA.
- Être responsable du dépannage et de la résolution des problèmes clients de manière proactive et réactive.
Ce Dont Vous Aurez Besoin
- Excellentes compétences en communication et en service à la clientèle.
- Excellentes aptitudes en diagnostic et en dépannage.
- Connaissance pratique des PC et des systèmes d’exploitation Windows.
- Connaissance pratique d’Active Directory et des commandes DOS.
- Solide compréhension des protocoles d’architecture IP (TCP/IP, DNS, WINS) et de leur application aux environnements client/serveur.
- Maîtrise des outils de support (PC Anywhere, Citrix), des outils d’imagerie et des applications courantes (Office 365, Adobe, SAV).
- Expérience avec les logiciels d’accès à distance (VPN, Microsoft Terminal Services).
- Expérience avec la base de données de suivi des appels ServiceNow.
- Faire preuve d’initiative et rechercher des opportunités de changement, de croissance et d’amélioration.
- Capacité à s’adapter rapidement aux changements de procédures et processus dans un environnement dynamique.
- Connaissance du support technique AS400 (atout).
- Connaissance de la topologie réseau Citrix.
- Capacité à travailler avec Excel (atout).
- Permis de conduire valide requis.
Ce Que Nous Offrons
- Rabais pour les associés.
- Avantages santé et dentaires.
- Régime d’épargne-retraite (REER/DPSP).
- Bonus de performance.
- Programmes d’apprentissage et de développement.
- Et plus encore…
Nous valorisons la transparence dans nos processus d’embauche. L’intelligence artificielle peut être utilisée à certaines étapes pour présélectionner, évaluer ou sélectionner des candidats. Toutefois, un évaluateur humain prend toutes les décisions finales. Cet affichage concerne un poste vacant existant.
Vacancy posted 28 days ago
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