Level 1 Support Technician

Reporting to the Helpdesk Supervisor, you will manage first-level incidents and requests related to IT hardware and office software tools.

Your responsibilities will include:

Handling phone calls: 

• Taking ownership of user incidents and requests,
• Diagnosing issues, and proposing and applying solutions by following established procedures,
• Escalating tickets to the appropriate teams (office software, email, telephony, network, systems, etc.) when an incident cannot be resolved by the Helpdesk.

Creating and tracking user tickets:

• Creating intervention tickets to report hardware failures,
• Monitoring and managing the backlog,
• Reporting general incidents to the supervisor,
• Promptly alerting the team to incidents with a major impact.

Other varied tasks such as:

• Guiding users to the best possible solution
• Contributing to service improvements
• Availability on Saturdays may be required (upon request).