Senior User Support Technician (R3D)

Role Summary

This is a remote position.

TEHORA is currently looking for a senior user support technician with excellent technical skills, excellent knowledge and who wishes to use their skills within a versatile team.

Without being exhaustive, here are the services and deliverables that the successful candidate must provide.

Description of work or deliverables

• receive, take care of and process requests received at the customer service center (SAC);
• follow up on active service requests, by carrying out the appropriate operations according to their status or according to the indications entered, then closing the request, once confirmation of the end of the work has been sent to the client;
• create service requests in the tracking system (ticketing) and ensure their correct categorization and description;
• determine the priority level of requests and notify the major incident manager, when relevant;
• direct, using the tools at their disposal, the request to the appropriate “group”;
• communicate any information relevant to resolving a problem to the teams concerned;
• document the interventions in the monitoring system as well as the solutions applied;
• install and configure software, applications developed internally and requested and approved components and ensure that everything works properly;
• install and configure table workstations and portable workstations, as well as any other IT equipment, according to established standards and procedures;
• follow up on the repair of computer equipment;
• collaborate and participate in development, implementation, evolution and support projects or files for the ITIL process in the sector of activity.

Requirements

• 1.Have a college diploma (DEC) in computer science recognized by the Ministry of Education or the equivalent.
• 2.Have five (5) years of experience as a computer technician, including at least 2 years in computer assistance, accumulated over the last 10 years.

WORKPLACE

The place of work will be determined according to the mandate, it can be teleworking or at the client's home.

About the Company

WHY JOIN TEHORA?

TEHORA is a multidisciplinary Quebec firm recognized for the excellence of its professional, technical and project management services on a national and international scale. Our mission is to support our clients in bringing their projects to fruition through the excellence of our know-how and creativity.

Since its creation in 2017, our team of professionals has experienced exponential growth by meeting important needs in multidisciplinary project management, in the fields of transportation, civil engineering, IT and more.

Our employees work on mandates both internally and with major clients.

TEHORA stands out for its corporate culture, focused on the happiness of its employees and diversity.

At TEHORA, each employee is an important member of the team who contributes to our collective success. Our members have the flexibility required to have a work-life balance while leading a rewarding career.

We offer a motivating work environment. The diversity of projects, the great autonomy and the direct interaction with clients are appreciated. Such proximity is possible due to our flat organizational structure, which results in trusting relationships and effective communication between our team and clients.

• ADVANTAGES
• Teleworking and flexibility to adapt to your family obligations;
• An entrepreneurial culture promoting creativity and innovation;
• Flexible hours (depending on the type of employment contract);
• Leave in case of illness and for family events;
• Adapted IT tools;
• Fulfilling and motivating workspace;
• Social and environmental initiatives;
• Workplace learning program;

Career path.