Analyste de Support 1 / Level 1 Support Analyst

McKesson•Montreal, QC

1d•CA$54,100 - CA$90,100•Onsite

About The Position

The Support Analyst is responsible for troubleshooting and resolving issues related to mechanical failures, computer hardware and software, network problems, and user concerns. This role also supports new client implementations. Operating in mission-critical environments, the Support Analyst must exercise independent judgment to ensure maximum uptime of McKesson Automation products. Analysts are expected to resolve over 70% of incoming tickets without escalation. The incumbent of this position will provide daily support to internal and/or external clients outside Quebec and/or in the United States. Therefore, he/she must be proficient in spoken and written English.

Requirements

Typically, minimum 0-2 years of relevant experience.
May have degree or equivalent.
Strong analytical and problem-solving skills.
Ability to work independently and collaboratively.
Advanced knowledge of Microsoft Windows suite.
Excellent organizational and multitasking abilities.
Proficiency in remote access tools (e.g., TeamViewer, Remote Desktop).
Effective communication with individuals across various sectors.

Nice To Haves

Bilingual in French and English (oral and written).
Team-oriented with a proactive attitude.
Ability to perform under pressure.
Flexible, creative, and self-motivated.
Experience with databases such as SQL or Oracle.
Background in robotics or biomedical equipment is a plus.

Responsibilities

Troubleshoot and resolve hardware/software issues in a Windows environment.
Monitor and respond to incoming support calls to maintain service levels.
Accurately document customer interactions and troubleshooting steps in the ticketing system.
Manage open tickets to ensure timely resolution.
Acquire technical knowledge of new products and solutions.
Provide remote support to field service technicians.
Use Windows applications (Excel, Word, PowerPoint) proficiently.
Communicate effectively in both written and oral formats.
Prioritize tasks and manage multiple responsibilities efficiently.
Perform other duties as assigned.