Technicien Support Informatique N1

New
  • Location
    Montreal, Quebec
  • Job type
    Direct Hire
  • Category
    Information Technology - Help Desk / Technical Support

Your role

 

We are looking for a Tier 1 Technical Support Analyst to join us for a full-time contract until December 2022. You will immediately respond to IT and office automation problems to help facilitate a smooth transition from our former headquarters to our new building and systems. In addition, you will analyze issues related to computer peripherals and software in order to ensure availability, helping support users throughout different departments. You will also work in collaboration with the teams in the newsroom as well as television production and radio

 

What's in it for you?

 

Challenges and balance. We spend our days solving problems on an unbelievable scale. Media files are highly nuanced and incredibly complicated; updating, installing, and supporting technologies that are organization-wide and that impact broadcasting content is a time-sensitive, complex technical feat. We provide an essential service, as Canadians across the country rely on us for trustworthy news and information. You will be part of the team supporting  employees during the multimedia, live broadcast of the Olympics and other events.

 

Be part of a diverse and inclusive team and organization. We believe in celebrating human differences and know that there is no other path to becoming the best public broadcaster for all Canadians. There's still more work to be done, and we are deeply committed to putting all of our corporate, individual, and collective efforts into doing the work. You will be part of our growth and have opportunities to participate in our diversity and inclusion initiatives, including but not limited to Unconscious Bias training.

 

Cutting-edge technology.  Our new home in Montréal is a cutting-edge I.P.-based production, modelled in a fashion similar to an IT data centre, with thousands of media devices automated and managed through the network. As the only major media company in Canada with complete IP Infrastructure, we are thought leaders and experts in this area. We have also partnered with Cisco and Arista for custom network platforms built on their latest technology. You will be hands-on, expanding your expertise in this exciting environment, developing in-demand skills.  

 

As our new Tier 1 Technical Support Analyst, you will:

  • Conduct first-level support. You will respond to requests for assistance with software, hardware, multimedia, and network; prioritizing urgent requests and ensuring incident follow-up and ticket closure. You will complete documentation accurately.
  • Configure employee hardware. You will set up new and update existing computers for all employees.
  • Communicate. You will clarify your internal client's needs and expectations, demonstrating empathy and urgency. You will translate technical information into understandable instructions and propose different solutions to complex issues. You will escalate to second-level support as needed.
  •  

    We are looking for a candidate with the following:

  • The education. You have a diploma or degree in Computer Science or IT. 
  • The hands-on experience. You have a minimum of two years providing onsite and telephone IT support with a clear understanding of ITIL support processes. You can install and configure operating systems, anti-virus/anti-spy and other software in a Microsoft environment. You can troubleshoot and resolve IT issues in a digital production environment and for IP and mobile phones.
  • The analytical skills. You enjoy thinking through complex issues and applying repeatable, resilient solutions, as well as digging further into issues, removing roadblocks, and presenting solutions for the immediate and long term. You can come up to speed on our processes and new technologies quickly.
  • The interpersonal skills. You have exceptional verbal and written communication skills in French, and you may have English language skills as well. You have the patience and empathy to foster relationships with internal customers, peers, and senior managers. You can effectively translate technical requirements to nontechnical business needs. You have an appreciation for diverse opinions and approaches to problem-solving.
  • The flexibility. You understand the essential function of a support desk and are willing and able to be part of a rotating shift, including early mornings, late nights, and up to two weekends a month.
  • Think this job is meant for you but worried you don’t have it all? At CBC/Radio-Canada we know that not everyone takes the same path when it comes to building their skills. Hands-on experience, intelligence, innovation, a passion for learning and a team-focused approach can combine to form the best set of qualifications. If you feel you meet 70% of the requirements we are seeking and you are excited by the possibility of growing our company, take a chance and express your interest.

     

     




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