Job description
Direct Responsibilities:
Manage and process all requests and incidents submitted online or by telephone or on our IT Service Desk portal on a flexible schedule:
Answer all user requests, log them in a ITSM software, and analyze, document and resolve problems to users complete satisfaction;
Escalate open tickets to Level 2;
Keep in close contact with users for the entire time their ticket is open;
Ensure that user requests are handled in accordance with established service criteria.
Perform basic remote desktop, application and network troubleshooting and provide high-level support to all users based on troubleshooting results and in accordance with established criteria:
Install computer hardware and software;
Identify and resolve various types of incidents related to workstations, printers/MFPs, mobile units, IP telephony and videoconferencing;
Ensure that workstations and peripherals are operational and optimally used;
Meet with users if a situation cannot be corrected remotely;
Help maintain the Company's IT inventory;
Prepare workstations for new employees and install the necessary devices;
Retrieve equipment from departing employees to visually document each item and update the inventory;
Travel to various offices near the Companys headquarters to provide support;
Quickly diagnose and respond to our users questions/incidents that come to our IT boutique.
Document and analyze procedures, problems and their solutions with a continuous improvement focus;
Participate in various projects;
Provide advice to users;
Fill in for absent team members as required.
Profile Requirement:
Diploma in computer science or equivalent;
3+yoe at an IT service desk;
In-depth knowledge of Microsoft Windows 10, Office 365, office productivity tools, desktop and laptop computers, iPhones, iPads, MFPs and videoconferencing systems; familiarity with ServiceNow and Citrix software, an asset;
Knowledge of CSSM for sharing applications and Active Directory for assigning groups;
Excellent troubleshooting and incident resolution
Strong communication skills; fluency in spoken and written English. Spoken / Written French is a great asset.
Good interpersonal skills, team player and contributor to a positive team dynamic;
Ability to work under pressure. Sense of urgency and client focus;
Versatility, ability to adapt to new technology and change;
Strong organization, prioritization and multitasking skills. Results-oriented;
Motivated, creative, flexible, responsible and proactive;
Availability to work outside regular hours.
Who are we
Amaris Consulting is an independent technology consulting firm providing guidance and solutions to businesses. With more than 1000 clients across the globe, we have been rolling out solutions in major projects for over a decade this is made possible by an international team of 7500 people spread across 5 continents and more than 60 countries. Our solutions focus on four different Business Lines: Information System & Digital, Telecom, Life Sciences and Engineering. Were focused on building and nurturing a top talent community where all our team members can achieve their full potential. Amaris is your steppingstone to cross rivers of change, meet challenges and achieve all your projects with success.
At Amaris, we strive to provide our candidates with the best possible recruitment experience. We like to get to know our candidates, challenge them, and be able to give them proper feedback as quickly as possible. Here's what our recruitment process looks like:
Brief Call: Our process typically begins with a brief virtual/phone conversation to get to know you! The objective Learn about you, understand your motivations, and make sure we have the right job for you!
Interviews (the average number of interviews is 3 - the number may vary depending on the level of seniority required for the position). During the interviews, you will meet people from our team: your line manager of course, but also other people related to your future role. We will talk in depth about you, your experience, and skills, but also about the position and what will be expected of you. Of course, you will also get to know Amaris: our culture, our roots, our teams, and your career opportunities!
Case study: Depending on the position, we may ask you to take a test. This could be a role play, a technical assessment, a problem-solving scenario, etc.
As you know, every person is different and so is every role in a company. That is why we have to adapt accordingly, and the process may differ slightly at times. However, please know that we always put ourselves in the candidate's shoes to ensure they have the best possible experience.
We look forward to meeting you!
