Level 1 IT Technician [#4803]

Alteo is looking for a Level 1 IT Technician for a permanent position based in Montreal.

In the role you will act as the initial point of contact for IT support, providing quick support to end-users. This role is tasked with adhering to service level agreements (SLAs), troubleshooting issues, categorizing, triaging tickets, and escalating complex cases to senior level technicians when necessary. Additionally, an IT Technician Level 1 follows all processes set by management and ensures proper time management and documentation. Lastly, an IT Technician Level 1 is required to maintain their IT technical skills up to date and keep abreast of IT best practices and trends.

Responsibilities:

• Triage all incoming tickets to the Service Desk and provide timely first-level support to end- users
• Verify ticket urgency and obtain additional information as needed
• Consult IT Technicians Level 2 for expertise and guidance when necessary
• Accurately track, route, and escalate complex tickets to IT Technicians Level 2, in accordance with documented procedures
• Inform the IT Supervisor of any urgent matters or major incidents
• Keep end-users informed and updated during the lifetime of their ticket
• Document ticket summaries, resolutions, and follow-up actions
• Participate in developing and updating user guides and knowledge base articles
• Follow all processes and procedures set by management
• Recommend procedural enhancements to improve service quality
• Help with IT projects as needed
• Participate in the Service Desk Support on-call rotation as required
• Complete training modules in all applicable company provided training platforms

Profile:

• College degree in IT or equivalent
• 1-4 years of experience of experience in customer service or a help desk role
• Basic understanding of ITIL practices (or one year of experience working in ITIL-compliant environments, a nice-to-have)
• Troubleshooting experience on computer issues
• Able to assess situations quickly for prompt issue resolution
• Some experience in logging detailed ticket notes and resolutions
• Basic understanding of documentation procedures
• Familiar with FreshService or similar ITSM platforms, a nice-to-have
• Familiar with cloud services such as Intune, Azure, SharePoint, or other similar services, a nice-to-have