Technical Support Technician

CoFoMo Inc.; Montreal (administrative region); Hybrid; CAD 45,000 - 60,000; Full time

Job summary

COFOMO is seeking an IT Support Specialist in Montreal to handle incident and service requests, ensure first-contact resolution, and provide bilingual user support across Canada. The role requires strong communication, ITIL familiarity, and the ability to troubleshoot complex issues.

You will manage equipment lifecycle, document solutions, and contribute to knowledge base updates while collaborating on IT projects and process improvements.

Qualifications

• Two to four years of technical support experience in a service desk or equivalent training/experience.
• Fluency in French and English for daily tasks and communications across Canada.
• Diploma or certificate in computer systems or equivalent.
• Familiarity with ITIL practices: incident & request management, IT service delivery and continuous improvement.

Responsibilities

• Receive, record, categorize, prioritize and process incidents and service requests in the IT service management tool.
• Ensure first-contact resolution when possible and apply diagnostic and troubleshooting procedures.
• Communicate clearly with users and provide phone, online and face-to-face technical support on a rotating schedule.
• Escalate according to SLAs and follow up through closing with users.

Skills

Technical support

Customer focus

ITIL knowledge

Communication skills

Troubleshooting

Teamwork

Education

Diploma in Computer Systems

Tools

ITSM tools

Job description

With over 30 years of recognized expertise, COFOMO is now a leading Canadian consulting firm specializing in digital and artificial intelligence. Supported by more than 3,000 experts, 10 Centers of Excellence, and 4 offices across the country, we are uniquely positioned to successfully guide our clients through their transformations. Both strategic and tactical, we help organizations across a wide range of industries thrive in today’s rapidly evolving world.## Our promiseHelp our clients succeed and maximize the impact of their transformation initiatives, turning them into powerful drivers of growth and innovation.## Job description**Here's a brief overview of the tasks and responsibilities you'll be able to do:** * Receive, record, categorize, prioritize and process incidents and service requests in the IT service management tool;* Ensure first-contact resolution when possible and apply established diagnostic and troubleshooting procedures;* Perform complete follow-up of files, from opening to closing, maintaining clear communication with users;* Apply functional and hierarchical escalation procedures in accordance with established service levels;* Ensure service levels are met and help improve resolution times;* Provide phone, online and face-to-face technical support on a rotating schedule;* Welcome users and offer a professional service focused on the customer experience;* Analyze technical issues before any equipment replacement in order to promote a proactive approach;* Train and support users in the use of IT applications and equipment;* Adapt communications to the technical level of users to ensure optimal understanding;* Manage the lifecycle of IT equipment, including the preparation, assignment, distribution and retrieval of equipment;* Maintain up-to-date inventory data, including device and phone number assignments;* Coordinate the shipment of equipment and perform the required quality checks;* Document solutions and maintain knowledge base;* Contribute to the continuous improvement of services by updating procedures and respecting established processes;* Participate in coordination meetings necessary for the delivery of services;* Collaborate on special projects, analyses, research or data compilations according to organizational needs;* Perform any other related responsibilities related to the support and delivery of IT services. **The profile you are looking for is as follows:** * Two to four years of technical support experience in a service desk, or an equivalent combination of training and experience;* Diploma or certificate in computer systems, or equivalent;* Demonstrate strong interpersonal skills and a strong customer focus;* Be familiar with ITIL best practices, including incident and request management, IT service delivery, user support, and continuous improvement;* Master analysis and structured troubleshooting techniques;* Understand how iOS personal computers, operating systems, software, and mobile devices work;* Use audio-visual equipment and conference room technology;* Be familiar with IT service management tools as well as incident and request tracking processes;* Knowledge of managing and operating networks appropriate to the role;* Demonstrate excellent written and oral communication skills, including telephone etiquette;* Write documentation, procedures and reports in accordance with ITIL best practices;* Interpret technical documents and professional publications rigorously;* This position requires fluency in French and English for daily tasks, understanding documentation, and professional communication with customers, suppliers, and colleagues across Canada. French and English language skills are essential, both oral and written.