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IT Service Desk Technician II

St-Laurent, QC

IT Service Desk Technician

Aversan Inc. (www.aversan.comis a reputable Engineering Company that provides expertise in Systems Integration and Software Testing for industries including Digital Health, Medical Devices, IT and Aerospace. We are currently seeking a qualified IT Service Desk Technician to work on leading edge technology products. The successful candidate for this full-time position will be a part of highly motivated and highly technical work environment that feeds off the collective energy of a team-oriented workplace.
Location: St. Laurent, Quebec
Schedule: Hybrid
DESCRIPTION As an IT Service Desk Specialist, your mission is to improve the user experience by providing a high level of service. You are responsible for prioritizing requests, resolving varied user issues at the first level of IT support, initiating required changes and, where appropriate, escalating requests to Tier 1.5 or Tier 2 IT team members.
In this role, you are requested to be available to work on the day & shift night and week-end.

  • Be an active contributor to the employee experience.
  • Respond, research, resolve, assign and escalate end-user requests.
  • Document customer interactions using ticket management software.
  • Respond to incoming and outgoing IT Support calls with respect to the IT Security policies and processes.
  • Contribute to the incident management process (incident identification and classification, problem investigation, incidents solutions and escalation).
  • Provide overall escalation management and technical solutions when issues are reported to them, including but not limited to, review of open issues daily, updating our customers on the status of their escalated cases, and assisting in the reproduction of issues.
  • Share your knowledge with the team members & Contribute to the Team Knowledge Base.
  • Contribute to the collaborative and stimulating work environment.
Basic Qualifications
  • Be interested to work in an environment using Kanban methodologies.
  • Possess knowledge of Active Directory, Microsoft Windows, and Office365 (O365).
  • Possess knowledge of tools such as SCCM/Intune, Jira, PowerShell, and Azure AD are considered strong assets.
  • Display information technology security awareness. 
  • Display strong customer service skills and interpersonal skills.
  • Ability to explain complex IT concepts in simple terms.
  • Possess strong analytical and problem-solving skills.
  • Possess strong documentation and communication skills.
  • Desire to investigate problems.
  • Able to accurately follow written technical work instructions.
  • Bilingual, French and English.
About The Client

Our client is a high technology company, who digitalize the physical world, deploying simulation training and critical operations support solutions. They empower pilots, airlines, defence and security forces, and healthcare practitioners to perform at their best every day and when the stakes are the highest. Around the globe they have more than 13,000 employees in approximately 250 sites and training locations in over 40 countries.

Aversan recruits top professional talent in the industry, providing quality software, hardware and systems engineering solutions for a variety of industries and applications. Upon reviewing each candidate's information, Aversan will only contact eligible individuals for the above-mentioned positions.

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