Technicien(ne) support technique TI - Technician IT, Technical Support

Groupe Touchette • Montreal, QC

1d

About The Position

The IT Technician, Technical Support provides support to the Information Technology team in the management of the company’s ERP system. Leveraging strong analytical skills, the incumbent is responsible for resolving Level I incidents and escalating more complex requests to the appropriate resources. The role ensures proper coordination and follow-up of support requests while delivering fast, courteous, and efficient service in accordance with established service level objectives.

Requirements

• Education in Information Technology, Computer Science, or a related field.
• Minimum of 2 years of experience in technical support.
• Experience working with ERP and/or WMS systems.
• Strong organizational skills and ability to effectively manage priorities and deadlines.
• Customer-focused mindset with excellent verbal and written communication skills.
• Strong analytical and problem-solving abilities.
• Ability to collaborate effectively with various teams and stakeholders.
• Self-motivated, detail-oriented, and professional.
• Bilingualism required: Proficiency in English is necessary due to frequent interactions with predominantly English-speaking pan-Canadian users and partners. This language is frequently used in both written and verbal communications. An advanced level is required.

Responsibilities

• Provide Level I support to ERP users across Canada via telephone and email.
• Meet or exceed established service level agreements (SLAs) for various user groups.
• Monitor and follow up on user requests and escalate Level II incidents to the appropriate resources.
• Resolve Level I issues and implement corrections and updates provided by software partners.
• Coordinate issue resolution with software partners and internal IT resources.
• Plan and communicate network outages, scheduled maintenance, and other system-related interventions to IT resources and users.
• Ensure compliance with established performance indicators, including downtime, outages, and service metrics.
• Assist in the administration and management of ERP and WMS user access.
• Provide administrative and operational support for ad hoc initiatives and special projects as required by the IT team.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED