Technical Support Analyst - Level 1

The Aldo Group Inc / Le Groupe Aldo Inc.•Montreal, QC

About The Position

The IT Technical Support Analyst Level 1 delivers first-line technical assistance by handling routine issues, supporting end-users, and escalating complex problems when necessary. The role includes troubleshooting basic hardware and software concerns, documenting incidents, and ensuring timely resolution or escalation. The technician interacts with users via phone, email, chat, and ticketing systems, providing clear communication and strong customer service.

Requirements

Fluent in French and English; role involves communication with external stakeholders where English is the primary business language
1-2 years of demonstrated experience in IT Technical Support roles / hardware & software support / basic network support mobile device support.
Excellent problem-solving skills.
Able to use a computer and the main software packages confidently.
Functional experience with Apple devices (macOS) and iPhone/iPad (iOS) hardware and software support.
Ability to use your own judgement to make quick decisions.
Team player, able to collaborate, exchange information and have fun.
Ability to follow instructions, write technical documents, and procedures.
Ability to work in a multi-tasking environment.
Analytical thinking skills

Responsibilities

Deliver IT services assigned through the JIRA Service Desk ticketing system for incidents and requests for the ALDO HO Associates.
Meet or exceed established service level agreements for IT service delivery for incidents and requests.
Maintain a high-level of customer satisfaction with each associate interaction going over and above to resolve the incidents or requests in a timely manner but also performing proactive activities when possible.
Act as the point of contact for users and interact with associates using approved tools (teams, email, ticket, etc) to provide entry support for IT incidents regarding technical issues related to hardware and software.
Escalate incidents to Level 2 Technical Support Analyst who will provide senior level support for IT related incidents.
Enable self-service, technical documentation, scripts and automation solutions for repeated incidents or requests.
Provide troubleshooting skills and evaluate possible solutions for requests or IT related issues when needed.
Adhere to and promote standards related to technology hardware and software to maintain an environment that is simple, efficient, secure, and performant.
Adhere to strong cybersecurity practices. Identify and work with the Cybersecurity team to quickly resolve any risks related to cybersecurity, privacy, or compliance.
Maintain tickets and queue up to date following the standards provided to quickly ensure resolution on end user satisfaction.
Participate in special projects.
Demonstrate a rational and organized approach to work and identify development opportunities.
Follow service practices that meet associates and company needs.
To provide solutions for network and system-related issues and detailed documentation.
To perform analysis and determine problems and document these issues.
Consult user guides, knowledge base and other documents to research and implement solutions.
Provide VIP support to high-priority clients as needed.
Be available for on-call support during designated times.
Stay updated with emerging technologies and industry trends to recommend and implement innovative solutions.
Communicate with team and seniors about potential issues, solutions and improvements that can be done within the team/company related to technical needs.