Senior IT/Telecom Manager leading engineering teams and strategic technology initiatives for CBC/Radio - Canada, Canada’s public broadcaster. Managing infrastructure, projects, procurement and technical standards.
About the role
- Agent de centre d'assistance soutenant les utilisateurs et systèmes informatiques de Sonepar Canada, distributeur de produits électriques et industriels. Dépannage, gestion des tickets et support bilingue.
Responsibilities
- Provide IT support by phone, email, virtual meeting, and mobile phone outside regular working hours
- Handle initial requests by phone or email
- Troubleshoot and manage relatively straightforward hardware, software, internal ERP/WMS system, and network issues
- Provide software and technical support and assistance to internal customers by phone or in person
- Resolve IT issues related to software and hardware
- Resolve customer issues involving the technical solutions used by the company
- Provide reliable, high-quality customer service
- Thoroughly document, in real time, the actions taken to complete service and incident tickets
- Document and update existing procedures related to the support area
- Provide after-hours support on a rotating basis approximately every six weeks
- Provide remote support from home from Monday at 6:00 p.m. EST through Monday at 6:30 a.m. EST during the assigned week
Requirements
- 1–3 years of experience in information technology, supporting and servicing computer hardware and software
- Customer service experience, including support and communication by phone and email
- Bilingual in spoken and written French and English
- Experience in IT support
- Knowledge of the Windows 11 environment
- Knowledge of Office 365, Teams, Acrobat Reader, and similar tools
- Knowledge of iOS, Android, and macOS devices
- Basic knowledge of Active Directory
- Knowledge of or experience using a ticketing system; ServiceNow is an asset
- Knowledge of or experience with SX ERP, SAP, and TWL WMS is an asset
- Availability for rotating office shifts from 6:30 a.m. to 3:30 p.m. and from 9:00 a.m. to 6:00 p.m.
- Availability for rotating after-hours support
Benefits
- Competitive salary
- Flexible benefits program including medical, dental, and vision care
- Health Spending Account
- RRSP matching
- Employee Assistance Program
- Tuition reimbursement
- Employee discounts
- Career development opportunities
- Company-paid life insurance
- Equipment provided for remote support, including a laptop, mobile phone, and headset
- Bonus for each week of after-hours support
- Opportunity to work remotely one day per week, except for one week per month that is fully office-based
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
No Education Requirement
Tech skills
Location requirements
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