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CDI BAND

System & Network Administrator

Montreal

-

May 23, 2023

Description

THE ROLE

Our client currently has an excellent career opportunity for a SYSTEM ADMINISTRATOR. The successful candidate will be responsible for processing all client requests that have been escalated by IT specialists. This position also offers the opportunity to work 4 days instead of 5.

TOP RESPONSIBILITIES OF THE POSITION

1 . Provide high quality support to customers by meeting or exceeding contractual commitments:

  • Resolve the majority of escalated incidents by using available tools and documentation and thoroughly researching known issues;
  • Manage your own ticket queue by prioritizing requests;
  • Route incidents to the next level after using all internal resources;
  • Work with external vendors to resolve escalated incidents;
  • Ensure that service levels are met;

2. Identify high-priority tickets and communicate effectively through established channels;

  • Assist the Support Center in times of overflow;
  • Provide feedback that can increase service quality and set customer expectations by providing relevant insight to service managers on recurring incidents or inefficiencies within the service team;
  • Participate in shift rotation on call;
  • Document problems and establish resolution procedures for the Service Center.

Qualifications required

QUALITIES OF THE IDEAL CANDIDATE:
  • Thorough, organized, structured and dedicated to customer satisfaction
  • A sociable person, able to communicate perfectly in French AND in English
  • Resourceful, patient and level-headed when solving problems
  • Able to use good judgment and involve others as needed
  • Excellent customer service skills and active listening
  • An autonomous person who likes to touch new technologies
JOB REQUIREMENTS:
  • 10 years of experience in IT support or server management;
  • Excellent communication skills, able to communicate effectively with peers and clients even in stressful situations;
  • Perfectly bilingual in French and English, oral and written;
  • Excellent customer service skills and good listening skills;
  • Excellent knowledge of Microsoft operating systems;
  • Good knowledge of network devices;
  • Degree in IT or related field.
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