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IT Support Specialist (Montreal, CA)

IT Support Specialist (Montreal, CA)

From pioneer to leader in the security industry, Genetec has always been committed to providing the most innovative solutions. Today, we offer world-class IP security solutions with our unified security platform encompassing license plate recognition (LPR), video surveillance, and access control. Genetec has been recognized as one of Montreal’s top employers for 13 years running.

The IT Support Specialist will work within the Genetec IT Team to act as a single point of service for all Genetec employees. The IT Support Specialist will prioritize requests, resolve first level end-user access problems, trigger required changes, and where required, escalate the request to IT team members.

Additionally, the IT Support Specialist will actively participate in the following processes: asset evaluation, delivery and inventory, documentation of procedures, mobile devices delivery, incident identification, and resolution.

Responsibilities

  • Respond, research, resolve, assign, and escalate customer requests.
  • Document customer interactions using ticket management software.
  • Handle incoming and outgoing phone calls in an IT Support environment.
  • Trigger change management processes on hardware software and other information assets.
  • Maintain accurate records of infrastructure components (asset inventory).
  • Evaluate assets for conformity to specifications.
  • Manage access requests according to information security policies and procedures.
  • 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.
  • Contribute to the IT knowledge base.
  • Participate in our on-call rotation.

Requirements

About you

  • Knowledge of Active Directory, Microsoft Windows, and Office365 (O365).
  • Knowledge of tools such as SCCM/Intune, Jira, Confluence, PowerShell, and Azure AD are considered strong assets.
  • Strong customer service skills and interpersonal skills.
  • Strong analytical and problem-solving skills
  • Ability to explain complex IT concepts in simple terms
  • Information technology security awareness.
  • Ability to make judgment calls for decisions regarding solutions and escalations.
  • Desire to investigate problems.
  • Documentation and communication skills.
  • Able to accurately follow written technical work instructions.
  • Bilingual, French, and English.

Assets

  • Attractive compensation package
  • Work-life balance
  • Flexible working schedule
  • Free, unlimited coffee
  • Private free parking for all employees
  • Onsite gym
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