Technicien(ne) Support Informatique

Job summary

Provide first-level help desk support, independently diagnose and resolve incidents, and contribute to complex tickets and issues affecting production applications and systems. Install and configure user workstations and software, and recommend process improvements to enhance service levels and user satisfaction.

Job details

Company Description Wepoint is the architect of major transformations for businesses and public sector organizations. We support our clients from strategy through technological implementation, always striving to think beyond the obvious and to act within the framework of Economic, Social, Environmental, and Technological Responsibility (RESET). Our goal is to create new ways of working, new economic models, and smarter environments. In nearly 20 years, we have become one of the key players in digital transformation, employing 3,500 people across Europe, Tunisia, North America, and the Asia-Pacific region. What We Are Looking For COURAGE – AUTHENTICITY – OPENNESS – COMMITMENT – ELEGANCE Do these words resonate with you? They are our company values. At Wepoint, we are looking for committed talents who are ready to share their expertise within open and collaborative teams, and who are not afraid to take initiative. We also value people who are able to challenge themselves and continuously improve. At the heart of relationships at Wepoint are authenticity and the constant pursuit of excellence for our clients — this is what we expect from our future colleagues. Description du poste Nous sommes à la recherche d'un(e) technicien(ne) support informatique pour rejoindre notre équipe. Responsabilités Agir comme premier niveau de support pour le centre d’assistance; Comprendre, diagnostiquer et résoudre la plupart des incidents au premier contact et de manière indépendante; Participer à la résolution des problèmes affectant les applications et systèmes liés à la production ainsi que les problèmes techniques tout en prenant compte du risque et l’impact sur les opérations; Participe activement dans la résolution de billets complexes; Gérer l'installation et la configuration des postes de travail d’utilisateurs et des logiciels; Capacité de s’adapter facilement aux nouveaux environnements de travail dans un contexte de grande entreprise; Améliorer les niveaux de services et la satisfaction des usagers en identifiant et en recommandant des opportunités pour optimiser les processus en place. Qualifications Connaissances avancées des environnements Windows, Microsoft Office et les outils d’administration; Connaissance de la solution SCCM; Connaissance des environnements de type VDI et Citrix VMware; Connaissance de l’outil de billetterie Service Now (atout); Habilité à rédiger et maintenir de la documentation et procédures techniques dans un contexte de base de connaissance centralisé; Excellentes aptitudes en communication (orale et écrite) en français et en anglais. L'anglais est requis car le poste demande de communiquer avec des clients et des partenaires situés à l'extérieur du Québec. Seuls les candidat(es) légalement autorisés(ées) à travailler pour tout employeur au Canada seront considérés(ées). Wepoint Benefits Minimum of 3 weeks of vacation starting from the first year; Comprehensive group insurance with a generous employer contribution; Employer contribution to a group RRSP; Full remote work flexibility: Hybrid, Remote, or On-site; A warm, bright, and welcoming office offering fresh fruit, coffee, beverages, occasional meals, etc.; Annual IT equipment budget; A balanced work environment with flexible working hours; Career development: training and certifications, online or in-person learning, Wepoint Academy, etc.; An international community of experts ready to share their knowledge; A company culture focused on individuals’ needs and their belonging to a strong community. #tech&security Permis CNESST : AP-2504754, AP-2504755, AR-2504756

What you’ll do

Provide first-level help desk support, independently diagnose and resolve incidents, and contribute to complex tickets and issues affecting production applications and systems. Install and configure user workstations and software, and recommend process improvements to enhance service levels and user satisfaction.

Requirements

Candidates should have advanced knowledge of Windows, Microsoft Office, and administration tools, along with familiarity with SCCM and VDI environments such as Citrix and VMware; ServiceNow knowledge is an asset. Strong written and verbal French and English communication skills and the ability to create and maintain technical documentation are required, as is legal authorization to work for any employer in Canada.

Benefits

• At Least Three Weeks of Vacation Starting in the First Year
• Group Insurance
• Employer Contribution to Group RRSP
• Flexible Work Arrangement
• Annual IT Equipment Budget
• Flexible Working Hours
• Training and Certifications
• Online and In-Person Learning
• International Community of Experts

Listed skills

• Technical Documentation · Preferred
• VMware · Preferred
• Microsoft Office · Preferred
• Windows · Preferred

Other relevant skills

Identified from the job description. Confirm important requirements above.

• Windows
• Microsoft Office
• Administration Tools
• SCCM
• VDI
• Citrix
• VMware
• ServiceNow
• IT Support
• Incident Diagnosis and Resolution
• Workstation Installation and Configuration
• Software Installation and Configuration
• Technical Documentation
• Knowledge Base Management
• French Communication
• English Communication
• Service Improvement
• Software Installation
• Bilingual (French/English)
• Management
• Communication
• English Language
• French Language
• Help Desk Support
• Incident Management
• Service Improvement Planning
• Software Configuration Management
• Process Improvement
• Authorization (Computing)

Job areas

• Technology
• Customer Service & Support
• IT Support Technician
• Technical Support Engineer / Analyst
• Information and Communications Technology User Support Technicians
• Computer User Support Specialists

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