Service Desk Technician (L1) | Technicienne du service d'assistance (niveau 1)

Jesta I.S.; Montreal; Hybrid; CAD 45,000 - 60,000; Full time

Job summary

A global enterprise software provider in Canada is seeking a Service Desk Technician (L1) to provide technical support for software, hardware, and network issues. The role requires flexibility for rotating shifts, excellent communication skills, and the ability to tackle technical problems efficiently. Candidates should have a college diploma in Computer Science and at least two years of technical support experience.

Qualifications

• Strong experience with troubleshooting software, hardware, and networking issues.
• Experience with ERP or business software systems is an asset.
• Familiarity with SQL and basic networking such as IP configuration.

Responsibilities

• Respond to incoming support requests via phone, email, and web.
• Troubleshoot and resolve basic issues related to Jesta application suite.
• Log and update support tickets with accurate details and status.

Skills

Strong problem solving and troubleshooting abilities

Excellent English communication (written & verbal)

Ability to explain technical concepts to nontechnical users

Effective time management and multitasking

Professional, empathetic, and client-focused demeanor

Team player with a continuous improvement mindset

Education

College diploma (DEC) in Computer Science, IT Support, or related field

02 years of technical support or customer service experience

Tools

Zendesk

Ivanti

Microsoft Teams

Outlook

SharePoint

SQL

Job description

Job Description

Job Description

Salary : About Jesta I.S.

Jesta I.S. is a global provider of end-to-end enterprise software for wholesalers and retailers in apparel, footwear, electronics, and housewares. Our solutions streamline operations across the supply chain while keeping customers at the center. With over 50 years of retail experience, we pair solid software with impeccable service.

General Overview

As a Service Desk Technician (L1), you are the first point of contact for our clients. You will provide technical support via phone, email, and web for software, hardware, and network-related issues. You will ensure timely ticket resolution, excellent customer service, and accurate documentation. Flexibility, professionalism, and accountability are essential, as this role involves rotating shifts that may include nights, weekends, and holidays.

Key Responsibilities

Client Support

• Respond to incoming support requests via phone, email, and web
• Troubleshoot and resolve basic issues related to Jestas application suite, hardware, and networking
• Provide basic desktop support for internal clients (e.g., software installs, printer issues, password resets)
• Communicate clearly and courteously with clients and internal users
• Prioritize calls and avoid voicemail by managing holds and callbacks effectively

Ticket & Escalation Management

• Log and update support tickets with accurate details, steps taken, and resolution status
• Meet SLA requirements and elevate issues when necessary, following internal protocols
• Work within a shift-based schedule, including after-hours, weekend, and holiday coverage

Documentation & Knowledge Management

Use internal documentation and tools to resolve issues

• Contribute to internal knowledge base articles and FAQs

Continuous Improvement & Collaboration

• Analyze ticket trends to identify recurring issues and areas for improvement
• Participate in assigned internal projects during low-volume periods
• Collaborate with Level2 support, QA, and development teams as needed

Qualifications

Education & Experience

• College diploma (DEC) in Computer Science, IT Support, or related field
• 02 years of technical support or customer service experience
• Experience with ERP or business software systems is an asset
• Familiarity with SQL and basic networking (IP configuration, VPN, firewalls) is a plus

Skills & Competencies

• Strong problem solving and troubleshooting abilities
• Excellent English communication (written & verbal); French is a strong asset
• Ability to explain technical concepts to nontechnical users
• Effective time management and multitasking in a fastpaced environment
• Professional, empathetic, and client-focused demeanor
• Team player with a continuous improvement mindset

Tools & Technologies

• Ticketing : Zendesk, Ivanti
• Communication : Microsoft Teams, Outlook, CT Cloud VoIP
• Documentation : SharePoint
• Database / ERP Admin : SQL, Oracle SQL

Additional Information

• Work Model : Hybrid; 2days per week in the Montreal office

We thank all applicants for their interest; only those shortlisted will be contacted.

propos de Jesta I.S.

Jesta I.S. est un fournisseur mondial de logiciels dentreprise de bout en bout pour les grossistes et les dtaillants dans lhabillement, la chaussure, llectronique et lameublement. Nos solutions optimisent les oprations tout au long de la chane dapprovisionnement tout en plaant les clientes au cur de nos priorits. Fortes de plus de 50ans dexprience dans le retail, nous allions un logiciel robuste un service irrprochable.

Vue densemble

En tant que Technicienne Service Desk (L1), vous tes le premier point de contact pour nos clientes. Vous fournirez un support technique par tlphone, email et web pour les problmes logiciels, matriels et rseau. Vous garantirez la rsolution rapide des tickets, un excellent service client et une documentation prcise. Flexibilit, professionnalisme et sens des responsabilits sont essentiels, car le poste implique des rotations de services incluant soires, fins de semaine et jours fris.

Responsabilits cls

Support client

• Rpondre aux demandes entrantes par tlphone, email et web.
• Diagnostiquer et rsoudre les problmes de base lis la suite applicative Jesta, au matriel et au rseau.
• Assurer un support desktop de premier niveau (installations logicielles, imprimantes, rinitialisation de mots de passe).
• Communiquer de manire claire et courtoise avec les clientes et utilisateurrices internes.
• Grer les priorits pour viter la messagerie vocale, organiser les mises en attente et retours dappels efficacement.

Gestion des tickets & escalades

• Enregistrer et mettre jour les tickets avec dtails, actions entreprises et statut de rsolution.
• Respecter les SLA et escalader les incidents selon les protocoles internes.
• Travailler selon un horaire en rotation couvrant les heures creuses, les fins de semaine et les jours fris.

Documentation & gestion des connaissances

• Utiliser la documentation interne et les outils pour rsoudre les incidents.
• Contribuer la base de connaissances interne et aux FAQ.

Amlioration continue & collaboration

• Analyser les tendances de tickets pour identifier problmes rcurrents et axes damilioration.
• Participer aux projets internes lors des priodes de faible activit.
• Collaborer avec le support Niveau2, QA et les quipes de dveloppement au besoin.

Qualifications

Formation & exprience

• DEC en Informatique, support TI ou domaine connexe
• 02ans dexprience en support technique ou service client
• Exprience avec systmes ERP ou logiciels mtiers : atout
• Notions de SQL et rseau (configuration IP, VPN, parefeu) : plus

Comptences & aptitudes

• Solides capacits de rsolution de problmes et de dpannage
• Excellente communication en anglais (crit & oral); le franais est un atout majeur
• Capacit expliquer des concepts techniques des nonspcialistes
• Gestion du temps et multitche dans un environnement rapide
• Attitude professionnelle, empathique et oriente client
• Esprit dquipe et volont dambiolation continue

Outils & technologies

• Ticketing : Zendesk, Ivanti
• Communication : MicrosoftTeams, Outlook, CTCloudVoIP
• Documentation : SharePoint
• Base de donnes / ERP : SQL, OracleSQL

Informations compllementaires

• Mode de travail : hybride; 2jours par semaine au bureau de Montral

Nous remercions toutes les candidates pour leur intrt; seules les personnes prslectionnes seront contactes.