technicien support informatique / Desktop Support Technician

NTT DATA North America; Dorval; On-site; CAD 58,000 - 78,000; Full time

Benefits offered by this job

Health & dental benefits

Remote work stipend

Pension/retirement plan

Employee assistance program

Travel insurance

Job summary

NTT DATA North America is seeking a skilled Desktop Support Technician to join our Dorval, Quebec team. You will ensure the day-to-day operation of tech applications and equipment, provide deskside support, and perform MAC-related moves and installations with high customer satisfaction.

The role requires 5+ years in end-user and desktop support, strong Windows and TCP/IP knowledge, and experience with ServiceNow.

Qualifications

• 5+ years of experience in end user and desktop support.
• Strong knowledge of Windows operating systems and network basics.
• Experience with IT ticketing systems and incident management.

Responsibilities

• Ensure day-to-day operation of technology applications and equipment by identifying and resolving technical problems.
• Provide deskside support and knowledge transfer to end users on a variety of computer-related issues.
• Perform moves, installations and cancellations, and other MAC-related tasks.
• Provide level II support with high customer satisfaction and coordinate efforts of IT staff.

Skills

End user support

Desktop support

Tools

ServiceNow

Job description

Req ID: 388633

NTT DATA strives to hire exceptional, innovative and passionate individuals who want to grow with us. If you want to be part of an inclusive, adaptable, and forward-thinking organization,

We are currently seeking a technicien support informatique / Desktop Support Technician to join our team in Dorval, Quebec (CA-QC), Canada (CA).

Nous sommes à la recherche d’un technicien support informatique pour notre équipe à Montréal, au Québec.

Responsabilités

• – Assurer le bon fonctionnement quotidien des applications et de l’équipement technologiques en repérant, en recherchant et en réglant les problèmes techniques.
• – Apporter de l’aide sur place pour résoudre les problèmes technologiques et assurer le transfert de connaissances aux utilisateurs finaux sur une variété de questions liées à l’informatique.
• – Effectuer les déménagements, les installations et les annulations prévus, ainsi que d’autres tâches liées au MAC.
• – Fournir un soutien de niveau II de qualité aux utilisateurs ayant un degré élevé de satisfaction de la clientèle, des connaissances techniques et une rapidité d’exécution, soit en réglant le problème, soit en transmettant et en coordonnant les efforts d’autres membres du personnel des technologies de l’information.
• – Résoudre les problèmes techniques et/ou enquêter sur les problèmes importants en confirmant la validité du problème et en recherchant des solutions connues aux problèmes ou enjeux plus complexes. Le candidat ou la candidate doit savoir à quel moment transmettre à la direction les problèmes non réglés à ce niveau.
• – Utiliser la plateforme ServiceNow pour le suivi des problèmes, en veillant à ce que toutes les demandes d’aide des utilisateurs soient accompagnées d’un billet et que tous les incidents nécessitant un suivi ou des appels reçoivent l’attention appropriée.
• – S’assurer que tous les incidents sont réglés dans le respect des niveaux de service documentés.
• – Interagir avec les services de gestion des actifs, de réseau, d’ingénierie des systèmes logiciels, de mise au point d’applications et/ou d’entretien des imprimantes pour rétablir le service et/ou cerner et corriger le problème de base.
• – Contribuer à l’élaboration et à la documentation des améliorations apportées aux processus actuels, à la création et à la mise à jour des capitaux de connaissances et des procédures normales d’exploitation.
• – Posséder d’excellentes compétences en matière de présentation, de communication orale et de communication écrite.
• – Apporter un soutien pour la mise à niveau technique, au besoin.
• – Toutes les autres tâches qui lui sont confiées.

Compétences

• – Plus de cinq ans d’expérience du soutien aux utilisateurs finaux et du soutien bureautique.
• – Plus de cinq ans d’expérience du système d’exploitation Windows, de l’installation locale et de réseau, d’Internet Explorer, du protocole TCP/IP, du protocole DHCP, du gestionnaire de dispositifs, de l’éditeur du registre, du gestionnaire des utilisateurs et des commandes administratives.

Responsibilities

• Ensure proper day-to-day operation of technology applications and equipment by identifying, researching and resolving technical problems.
• Provide deskside assistance to resolve technology issues and provide how-to knowledge transfer to end users on a variety of computer-related issues.
• Perform scheduled moves, installations and cancellations, as well as other MAC-related tasks.
• Provide quality level II support for users with a high degree of customer satisfaction, technical knowledge and timeliness either by resolving the issue, or by escalating and coordinating efforts of other Information Technology staff.
• Solve technical issues and/or investigate elevated issues by confirming the validity of the problem and seeking known solutions to more complex problems or issues. Must know when to elevate issues not resolved at this level to management.
• Utilize ServiceNow for issue tracking, ensuring all user requests for assistance are accompanied by a ticket and that all tickets requiring follow‑up work or calls receive the required attention.
• Ensure all tickets are resolved within documented service levels.
• Interact with asset management, network services, software engineering, applications development and/or printer maintenance services to restore service or to identify and correct the root problem.
• Assist in developing and documenting improvements to current processes, creating and updating knowledge articles and SOPs.
• Possess excellent presentation, verbal communication and written skills.
• Provide technology refresh support as needed.
• All other tasks as assigned.

Qualifications

• 5+ years of experience with end user support & desktop support.
• 5+ years of experience with Windows operating system, local/network installation, Internet explorer, TCP/IP, DHCP, Device Manager, Registry editor, User Manager & Admin Commands.

Benefits & Compensation

• NTT DATA propose une fourchette de rémunération raisonnable pour les postes basés au Canada. La fourchette de salaire initial pour ce poste se situe entre 57 545 $ et 77 855 $. La rémunération réelle dépendra de plusieurs facteurs, notamment l'expérience pertinente du candidat, ses compétences techniques et ses autres qualifications.
• Ce poste peut également donner droit à une rémunération incitative fondée sur la performance individuelle et/ou celle de l'entreprise.
• Ce poste donne accès au programme complet d'avantages sociaux de l'entreprise au Canada, incluant une couverture santé et dentaire modulable avec télémédecine, des crédits bien-être et des réductions pour les salles de sport.
• Les employés bénéficient d'une protection du revenu grâce à des régimes d'assurance-vie, d'assurance invalidité et d'assurances facultatives, ainsi que d'un accès à un programme d'aide aux employés disponible 24 heures sur 24 et 7 jours sur 7. Parmi les autres avantages figurent l'épargne-retraite, une indemnité de télétravail pour les employés admissibles, ainsi que diverses réductions et une assurance voyage.
• NTT DATA provides a reasonable range of compensation for Canada-based positions. The starting pay range for this role is $57,545 - $77,855. Actual compensation will depend on a number of factors, including the candidate’s relevant experience, technical skills, and other qualifications.
• This position may also be eligible for incentive compensation based on individual and/or company performance.
• This position is eligible for the Company’s comprehensive benefits program in Canada, including customizable health and dental coverage with telemedicine, wellness credits, and gym discounts.
• Employees receive income protection through life, disability, and optional insurance plans, plus access to a 24/7 Employee Assistance Program. Additional perks include retirement savings, a remote work allowance for eligible employees, and various discounts and travel insurance.

We also offer clients access to a robust ecosystem of innovation centers as well as established and start‑up partners. NTT DATA is a part of NTT Group, which invests over $3 billion each year in R&D. Whenever possible, we hire locally to NTT DATA offices or client sites. This ensures we can provide timely and effective support tailored to each client’s needs. While many positions offer remote or hybrid work options, these arrangements are subject to change based on client requirements. For employees near an NTT DATA office or client site, in‑office attendance may be required for meetings or events, depending on business needs. At NTT DATA, we are committed to staying flexible and meeting the evolving needs of both our clients and employees.

About NTT DATA

NTT DATA is a $30 billion business and technology services leader, serving 75% of the Fortune Global 100. We are committed to accelerating client success and positively impacting society through responsible innovation. We are one of the world's leading AI and digital infrastructure providers, with unmatched capabilities in enterprise‑scale AI, cloud, security, connectivity, data centers and application services. our consulting and Industry solutions help organizations and society move confidently and sustainably into the digital future. As a Global Top Employer, we have experts in more than 50 countries. We also offer clients access to a robust ecosystem of innovation centers as well as established and start‑up partners. NTT DATA is a part of NTT Group, which invests over $3 billion each year in R&D.

NTT DATA is an equal opportunity employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status.

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