Service Desk

SmartRecruiters, Inc.; Montreal (administrative region); On-site; CAD 42,000 - 54,000; Full time

Job summary

SmartRecruiters, Inc. is seeking a Service Desk Technician to handle technical assistance requests via phone, email, and web interface from a Montreal area office. The role emphasizes L2 troubleshooting, remote connectivity, and hardware/software issue resolution.

Responsibilities include application support for Google Corporate Mail, Lotus Notes, iPads, tablets, and other mobile devices, plus logging interactions and escalating complex problems as needed.

Qualifications

• L2 troubleshooting and remote access skills.
• Strong knowledge of Windows and Mac systems.
• Experience supporting mobile devices and email apps.
• ITIL basic knowledge or working familiarity.

Responsibilities

• Answer technical assistance requests received by phone, email, or web interface.
• Troubleshoot L2 issues over phone and remote connections.
• Diagnose and resolve hardware and software problems.
• Provide application support for Google Corporate Mail, Lotus Notes, and mobile devices.
• Guide clients through resolution steps and provide hands-on support when needed.
• Log interactions and route issues to the appropriate resource.
• Maintain up-to-date knowledge of Windows, Mac, and portable systems.
• Identify and escalate urgent issues as required.

Job description

Service Desk Technicians are responsible for answering technical assistance requests coming through phone calls, emails and a web interface.

Duties

• - L2 troubleshooting over phone and remote connectivity
• - diagnose and solve technical hardware and software issues
• - Application support and troubleshooting for Google Corporate Mail, Lotus Notes, IPads, tablets, and other Mobile devices
• - Walk the client through the assessment and resolution process and hands on help if required for Desk Side Support Teams
• - Log all interactions,
• - Redirect problems to correct resource
• - Excellent knowledge of Windows, Mac and portable systems
• - ITIL working and functional knowledge
• - Identify and upscale urgent issues.