Help Desk Agent 1

Sonepar; Laval; On-site; CAD 45,000 - 60,000; Full time

Job summary

A leading distributor in electrical products is hiring an IT Help Desk associate in Laval, Quebec. Candidates should have 1-3 years of IT support experience, strong communication skills, and be bilingual in French and English. The role requires remote and in-office work, addressing various technical issues while maintaining excellent customer service. Flexible after-hours support is needed on rotation, with full training provided.

Benefits

Career development opportunities

Work from home options

Bonus for after-hours support

Qualifications

• 1-3+ years of experience in IT support.
• Experience in customer service with phone/email support.
• Knowledge of various hardware/software systems.
• Bilingual in French and English is mandatory.

Responsibilities

• Provide quality IT support via multiple channels.
• Troubleshoot technical issues for customers.
• Document actions taken for tickets clearly.
• Provide after-hours support on a rotational basis.

Skills

Problem-solving

Communication

Interpersonal Skills

Customer Service

Technical Support

Bilingual (French/English)

Tools

Windows 10

Office 365

Service-Now

Job description

Overview

Sonepar Canada is an independent, family-owned company that is a global market leader in B2B distribution of electrical, industrial and security products and related solutions. We are part of the Sonepar Group, the world's largest private electricity distributor. In Canada, we are represented by 9 locally managed electricity and industrial distributors and have over 100 locations with coverage in 8 provinces. To explore and learn more about Sonepar's opportunities, please visit www.career.sonepar.com.

What’s in it for you?

• You'll join a market leader with over 40 years of experience to help you elevate your potential.
• You will work for the world's No. 1 private distributor of electrical products and related solutions.
• A chance to get involved in the growing electrical industry.
• We host the largest inventory to better serve our customers and meet our sales commitments.
• A career development opportunity in many commercial departments within our organization.

Position Scope

Sonepar IT Help Desk associates provide quality IT support via phone, email, virtual meeting, and after-hours mobile phone. The position is 80% in the office from Monday to Friday with 1 day of working from home except for 1 week per month at 100% working from the office. The service includes but is not limited to: taking initial requests by phone or email, troubleshooting, and managing hardware, software, internal ERP/WMS, or relatively simple network issues. All help desk associates need excellent problem-solving, communication and interpersonal skills, as well as patience, a friendly attitude and the ability to work in a team environment. In addition, the help desk associate must have a solid technical understanding of the technology, including the various supported hardware, software, and network systems.

Responsibilities

• General Support and Tasks: Sonepar IT Helpdesk Agent is responsible for providing software/technical support and assistance. They interact with customers over the phone or in person to resolve computer issues related to software and hardware issues.
• Troubleshoot customer issues: IT help desk agents resolve issues that customers encounter on technical solutions used by the company that require guidance. They provide reliable and quality customer service to the caller associate.
• Ticket documentation: The IT help desk must thoroughly document the real-time actions taken to execute service/incident related tickets with a high level of detail and clarity.
• Documentation: The IT Help Desk Agent must thoroughly document/update existing procedures related to the support area covered by the Sonepar Help Desk team.
• After Hours Support: Sonepar Support operates 24 hours a day, 365 days a week. After-hours support is provided by a help desk agent on a rotational basis, approximately every six weeks. The after-hours support assignment is weekly, from Monday evenings at 6:00 p.m. EST to Monday mornings at 6:30 a.m. EST. Support outside office hours is carried out remotely (from home), the necessary equipment is provided (laptop, cellular, mobile Internet, headset). One bonus is offered per week of assistance outside office hours.

Qualifications

• 1-3+ years of experience in information technology with service and support computer hardware and software.
• Experience in customer service (phone/email support and communication).
• Bilingual, spoken and written (French/English).
• Experience in IT support.
• Knowledge of the Windows 10 O/S environment.
• Knowledge of the Office 365 suite, Teams, Acrobat Reader etc.
• Knowledge of IOS, Android, MacOS devices.
• Basic Active Directory Knowledge.
• Knowledge / experience with the use of the ticketing system, Service-Now is a plus.
• Knowledge/experience with SX ERP and TWL WMS is a plus.
• May be available for office shifts from 6:30am to 3:30pm and 9:00am to 6:00pm. (Rotation)
• Ready to make a rotation support outside of working hours.

More information

More information on Sonepar Canada: Website: www.soneparcanada.com Twitter: @soneparcanada LinkedIn: https://www.linkedin.com/company/sonepar-canada/ Youtube: https://www.youtube.com/user/SoneparCanada Check out Sonepar Canada on Facebook!

Sonepar places the planet and diversity and inclusion at the core of its vision driving our business ethos. Today, Sonepar is the leading distributor of energy-efficient products, pioneering the energy transition and making sustainability a priority. At Sonepar, we firmly believe that every action is crucial in safeguarding the environment, driving our commitment to a more sustainable future. We have accelerated our own transition to efficient generation and use of electrical energy across our business and champion the innovation of sustainable solutions in the market.

This commitment is tangible in our detailed Global CSR report, to learn more please visit: https://www.sonepar.com/en/commitments/sustainability.

Sonepar has been recognized as a Diversity Leader by the Financial Times’ 2024 Diversity Leaders ranking and was awarded GEEIS Certification in 2022. We are proud to be an equal opportunity employer, welcoming submissions from all candidates. We believe in creating a work environment where everyone can feel safe, use their voice, and know that they belong. Diversity and Inclusion (D&I) is a central focus of our global, strategic impact plan. We value diversity and inclusion in the workplace because it allows us to better meet the needs of the communities we serve. It helps us foster greater creativity, breadth of experience, and it’s essential to our success as an organization. All qualified individuals, regardless of race, ethnic or national origin, colour, religion, sex, sexual orientation, age, marital status, neurodiversity, disability status, gender identity, veteran status or any other aspect which makes them unique are encouraged to apply.

For more information about our Inclusion and Diversity initiatives, please visit: https://www.sonepar.com/en/commitments/diversity-and-inclusion.

Next Steps: We are interested in knowing you more. Start an exciting new career and enjoy a number of employee benefits by applying online. Sonepar is very thankful for your interest in joining the team, only individuals selected for interview will be contacted.