Current Opportunities
Technical Support, Tier 1 / Soutien Technique, niveau 1
Laval, Quebec, Canada .
full-time . March 14, 2023
Description
Calling all tech-savvy individuals who are looking to start building up their careers! Group Elite is a high-tech company that designs, implements, trains, and performs technical support on enterprise software for the customer experience industry. We are currently on the search for a Tier-1 Technical Support Specialist to join our team in the Laval, QC office. This position serves our extensive clientele and assures their critical mission systems are up and running 24/7, by providing excellent monitoring services. This position is an in-office position and requires availability to work rotating shifts of evenings, overnights, holidays, and weekends.
What you will do:
- Respond to customers on the phone and via email to serve as the primary technical contact for our customers, technology partners and end-users related to all service requests.
- Prioritize incoming cases.
- Determine the nature of technical issues through detailed exploration with the end user.
- Gather all necessary technical information pertaining to issues, analyze, troubleshoot, and escalate to Tier 2 support when necessary.
- Explore and/or isolate hardware, software, VM Host, and networking issues.
- Engage in spontaneous brainstorming/whiteboarding sessions.
What we are looking for:
- 1-2 years of experience in a similar technical or troubleshooting role.
- Completed some of post-secondary education in the Computer Science, Information Technology or related field
- Strong troubleshooting and problem-solving skills.
- Aptitude to quickly learn and use new software tools.
- Excellent verbal & written communication and interpersonal skills.
- English is required for business reasons to serve external English-speaking clients. Knowledge of French and/or Spanish is an asset.
- Working knowledge of Microsoft Server based architecture, including Server 2008, 2012, and 2016.
- Thorough understanding of Windows OS installation and configuration – including but not limited to Windows Networking and Active Directory Admin.
- Able to work evening, overnight and/or weekend shifts.
What is nice to have:
- Post-Secondary or Trade Degree
- Experience with web-based .NET applications and administration preferred.
- Technical Certifications (MCSE, MCDBA, CCNA)
- Working Database knowledge - MSSQL (Admin & Transact SQL)
- Experience with MS Clustering and Virtual Environments.
- Telephony background and VoIP experience.
- Technical customer service experience in the Telecommunications or related industry.
Who is Group Elite?
Group Elite is a Verint Strategic Partner that designs, implements, trains, and performs white-glove consulting services for Verint solutions. We work hand-in-hand with the Verint team, and their various partners, to make a Verint investment a success. We do this by performing Needs Assessments, refresher training, Quick Win Consulting Engagements, and custom integrations. Group Elite also has a Network Operations Center (NOC) based in Montreal to support our client’s technical needs with their software deployments. Our motto is “Our Experience is Your Advantage”; learn more by watching this short video.
What benefits are available?
- Paid Health Insurance Premiums
- Competitive Pay
- Annual Vacation Allowance
- Collaborative Culture
- Fun Office Environment
Watch this video to catch a glimpse of our work environment: https://www.youtube.com/watch?v=ct4OxjJUS2w