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IT Support Agent

BonLook Montreal (Region), Quebec

Digital Technology and Media
Posted 9 day(s) ago | Still Open
Permanent 40 h - Full time As soon as possible Work shift: Day


Under the supervision of the director of IT and working alongside a team of technical support agents, the ideal candidate will be on the front line of dealing with technical support demands. Additional responsibilities include receiving, classifying, and following up on support tickets and ensuring a strong line of communication is maintained from internal users and the internal technical support team. The responsible candidate will be required to filter through, group, and redirect technical support tickets in an effort to reduce intervention from programmers. Additionally, the technical support agent must possess an understanding of how the response resolution process functions. The IT Support Agent will also be required to have an in-depth understanding of the content management system, ensure all tasks are met and up-to-date, and furnish the necessary metrics and progress reports to help identify specific performance indicators (KPI). The individual will be tasked with providing technical support to both head-office and in-store employees.

Respond to support ticket requests (Helpdesk or other)

Organize, sort through, and filter support ticket requests

Carry out service demands to different suppliers and follow-up on requests to ensure their completion

Security access management for the head office

Purchasing for the IT department, including:

Technical equipment;

Create, track, and receive purchase orders;

Review and management of departmental invoices;

Administering returns and warrantees;

Update technical inventory where required.

Assist in the installation and updating of any technical equipment

Provide technical support to all of BonLook’s stores as well as to internal users

Perform any other related duties as necessary

A minimum educational background of a DEC (Diplôme d’Études Collégiales) or equivalent

One to two years of experience in a similar technical support position

Bilingualism (English and French, oral and written)

A knowledge of Microsoft Office suite

A background, or rudimentary knowledge of, technical support will be considered an asset

Exceptional customer service skills

Excellent communication and interpersonal skills

A strong sense of organization

A capacity to interact with both technical and non-technical members of the team at any level

A proven ability to work independently in a dynamic environment

Capacity to take ownership of and responsibility for one’s actions

A demonstrated problem-solver with critical thinking skills

Someone persistent, autonomous, and shows initiative

Detail-oriented and results driven

Willingness to adapt to change and an openness to feedback

Montreal based company offering growth opportunities

Nothing beats working in one of Montreal’s greatest neighbourhoods right next to Atwater market, and working with a team of dynamic and talented people

Flexible schedule

Complete health benefits package: health, dental, medical, and optical coverage

Generous employee discount for yourself, your friends and your family

Free coffee!

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