The Level 1 and 2 Support Technician is responsible for answering user service calls regarding various issues or issues related to applications, hardware and videoconferencing technologies. He will propose solutions and will follow up until its resolution.
Respond to support calls from users in different offices in Quebec;
Solve first and second level problems
Guide users in the proper use of applications;
Document requests and incidents as well as solutions;
Plan, install and test technical equipment for inter-office videoconferencing and between external offices;
Escalate, if necessary, and track problem resolution in a timely manner
Manage equipment loans (laptops, internet keys and mobile printers);
Support mobile devices (phones and tablets);
Prioritize the various requests expressed by the users.