Summary of duties

Under the responsibility of the Technical Services Manager, the IT Technician is responsible for providing technical assistance to customers, by remote assistance, remote maintenance, by e-mail or at the customer’s premises. He/she is called upon to prepare, install, manage computer equipment and make technical diagnoses on the devices and configurations of our customers’ computer equipment.

Main responsibilities

• Prepares, installs and supports our customers’ devices and configurations either in the shop, by phone or directly at our customers’ premises;
• Answers customers’ phone calls (informs them, answers their needs, etc.);
• Provides analysis, integration and optimization of technical configurations to our customers, either in the shop, on the phone or at the customer’s premises;
• Opens support tickets and assigns incidents related to the operations performed;
• Documents the solutions, technical procedures and security procedures applied to the opened tickets;
• Checks customer self-monitoring reports;
• Notes all changes in the network infrastructure, devices and servers of customer accounts;
• Does his/her work in accordance with the rules and procedures, while ensuring that deadlines and customer requests are met;
• Support to the technical support team;
• Any other related tasks.

Education and experience required

• DEC in computer support or equivalent;
• 2 years experience;
• Good knowledge of Microsoft, Windows 7 and +, servers and workstations;
• The candidate will need to travel with their own vehicle and have a valid driving licence.

Skills and knowledge required

• Respect for confidentiality;
• Ability to adapt;
• Analytical skills;
• Be a good communicator/explainer;
• Autonomy;
• Sense of priorities;
• Good team spirit;
• Thoroughness and rigour;
• Excellent command of written and spoken French language;
• Good knowledge of written and spoken English.