General objective of the role
As an IT technician reporting to the IT Team Leader, you will act as the first line of support for service requests and incidents. Your primary role is to be the first point of contact for IT requests, providing support to users for any questions, issues or problems related to IT.
You will be responsible for troubleshooting, providing technical assistance for equipment failures, performing installations and conducting maintenance on IT equipment. You will also analyze IT needs, recommend and purchase IT material and manage end-user inventory.
In this role, you will participate in various IT projects and contribute to their success. You will carry out all other requested tasks and assume full accountability for the responsibilities assigned to you.
Travel: Occasionally
Main responsibilities
Be the first point of contact for employees needing technical assistance and provide excellent technical support to these users;
Log information on users calls and requests in our ticket management tool. Carry out resolution attempts and ensure communications and follow-up (analysis, troubleshooting attempts, solutions, etc.) according to the standards, processes and best practices in place;
Install, configure, maintain, update, diagnose and correct problems related to the use of computer equipment such as computers, printers, tablets, cell phones and software;
Maintain technical documentation and procedures up to date;
Determine the IT/technical needs of users, make purchases, receive the equipment and carry out its installation;
Participate in the deployment and support of new technologies;
Educate staff on policies and procedures to resolve or prevent technical and/or security issues;
Manage and maintain the inventory of the site's IT equipment (software and hardware) in the tool provided for this purpose. Dispose of the equipment according to the standards and procedures in place;
Work closely with the corporate IT support team to maintain user support operations;
Participate in various team meetings;
Work in collaboration with different members of the IT team and, if necessary, escalate problems that cannot be resolved to the right IT managers.
Secondary Responsibilities:
Perform, when necessary, all other tasks related to his service and for which he has the necessary expertise and knowledge;
Occasionally participate in the development and improvement of processes.