Specialist, Help desk IT L2 - Belron Canada

Automotive glass technology is helping transform how we experience the road. At Belron Canada, the home office of Speedy Glass, Lebeau vitres d’auto and Vanfax, we take this seriously, which is why we invest tirelessly in developing our people to realize their full potential.

We welcome applications from everyone and are firmly committed to diversity, equity, and inclusion in the workplace, taking pride in ensuring every member of our team feels empowered.

This position requires on-site attendance 5 days per week.

Under the supervision of the IT Manager, End User Services, the incumbent is responsible for providing level 2 technical support. He will handle incidents and requests sent by the Help Center team and/or other channels, requiring help. It will provide fast, courteous, and efficient service to maintain a high level of user satisfaction.

Responsibilities

• Provide quality level 2 technical support, fast, courteous, and efficient, to maintain a high level of user satisfaction while respecting our SLOs.
• Support for all incidents and requests sent by the Help Center team and/or other channels, processing these in connection with our SLOs.
• Ensure proper counter-invoicing in the processing of new requests, breakdowns, repairs, and all movements of assets in our inventory using established procedures.
• Follow up on tickets (requests and incidents) closely with users throughout the duration the ticket is open, ensuring returns for any incident that is not major or a service request are made according to our processing standards.
• Validate the proper functioning of AV/VC services in our monthly rotating meeting rooms.
• Monitor and support in accelerated mode for tickets related to IT security, participating in the management of Security tools and services on a monthly rotation.
• Help manage identities and access to IT accounts, carrying out the creation and destruction of IT user profiles/accounts as well as different accesses according to customer needs and our IT standards.
• Collaborate and participate in the management of escalations for incidents and service requests in close collaboration with the management team.
• Document, analyze, and continuously improve procedures, problems, and their solutions. Write end-to-end technical procedures to assist customers and support teams.
• Manage IT components for the process of arrival, transfer, promotion, and departure of employees, as well as the MACD for our field footprint (CDS and Warehouses) in connection with HR and Real Estate governance.
• Assist in the recycling, organization, and storage of IT hardware assets, including cabinets and workbenches.
• Support onboarding and offboarding, including preparation, imaging, and configuration of workstations. Knowledge of Autopilot and Intune would be assets.

Requirements

• DEC or Professional Studies Diploma in IT.
• 3+ years of experience as a level 2 support technician.
• Bilingualism (French/English, written and spoken).
• Ability to conduct and lead problem research in close collaboration with other support teams and/or business units.
• Understanding of MS Azure, WVD, O365 cloud infrastructure, and service technology.
• Knowledge of virtual environments/machines.
• Awareness of best practices in IT security applicable to the role.
• In-depth knowledge of Microsoft Windows 10 and 11, MS Office suites, desktop and laptop computers, smartphones, tablets, multifunction printers, videoconferencing services, and network environments.
• Excellent troubleshooting and incident or chronic problem resolution skills.
• Experience and understanding of ITIL environments; relevant MS certificates are an asset.
• Ability to write technical documents for support and customer-facing guides.
• Good knowledge of MS Windows Server, both virtual and physical.
• Ability to resolve problems related to printing, hardware, or digital services.
• Ability to work a flexible schedule, including support outside of normal business hours for major incidents or deployments.
• Team spirit and a strong desire for continuous quality improvement.
• Interpersonal skills, dynamism, organization, and autonomy.
• Rigor in process monitoring and quality management of priorities.
• Ability to work under pressure; sense of urgency and customer service-oriented.
• Good interpersonal skills.

We believe that genuine care can make a real difference in the customer experience, and it begins with making a difference in the careers of our team members.

Belron Canada is an integral part of the Belron International family, a global leader in auto glass repair and replacement and forward-facing digital camera calibration. Belron Canada operates 325+ service centres, 2 distribution centres, and 26 warehouses across 10 provinces, and is home to over 1,200 employees.

Our pursuit of excellence commits us to providing sustainable world-class care for our communities and the climate.

If you value your career as we value our employees and our customers, there’s no better time to join Belron Canada and #BringOutYourBest with us!