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
- Help Desk Agent supporting Sonepar Canada’s electrical, industrial and safety-products distribution business. Troubleshooting hardware, software, ERP/WMS and network issues while documenting tickets and procedures.
Responsibilities
- Provide software and technical support and assistance
- Support users via phone, email, virtual meeting, in-person interaction and after-hours mobile phone
- Take initial requests by phone or email
- Troubleshoot hardware, software, internal ERP/WMS and relatively simple network issues
- Resolve computer issues related to software and hardware
- Guide customers on technical solutions used by the company
- Provide reliable, quality customer service to callers
- Document real-time actions taken on service and incident tickets with detail and clarity
- Document and update procedures for the support area
- Provide rotating after-hours support approximately every six weeks, from Monday 6:00 p.m. EST to Monday 6:30 a.m. EST
Requirements
- 1-3+ years of experience in information technology supporting computer hardware and software
- Experience in customer service, including phone/email support and communication
- Bilingual spoken and written French/English
- Experience in IT support
- Knowledge of the Windows 11 environment
- Knowledge of the Office 365 suite, Teams and Acrobat Reader
- Knowledge of iOS, Android and macOS devices
- Basic Active Directory knowledge
- Knowledge/experience using the ServiceNow ticketing system is a plus
- Knowledge/experience with SX ERP and TWL WMS is a plus
- Availability for rotating office shifts from 6:30 a.m. to 3:30 p.m. and 9:00 a.m. to 6:00 p.m.
- Willingness and availability to participate in rotating after-hours support
Benefits
- Flexible benefits program with Medical, Dental, Vision, Health Spending Account and RRSP matching options
- Employee Assistance Program
- Tuition Reimbursement
- Employee Discounts
- Career path and career development opportunities
- Company-paid Life Insurance
- Employee-paid disability coverage
- Laptop, cellular phone and headset provided for after-hours remote support
- One bonus per week of assistance outside office hours
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
No Education Requirement
Tech skills
Location requirements
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