City : Laval

Category : Information Technology

Industry : Retail

Employer : Alimentation Couche-Tard

Maybe you’ve stopped by for a coffee, fueled up your car or grabbed something to eat on the go. Then you know what Circle K is all about. Our mission is simple: to make our customers' lives a little easier every day. We’ve grown into a successful global company with over 15,000 stores in 26 countries, serving more than 6 million customers each day. In all, we have more than 120,000 people working at our stores and support offices.

IT Desktop Support, Technician (Level 1)

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Department: IT

Location: Laval

Type: Permanent, Full time – 40 hours per week

Remote Work: Hybrid (3days onsite/2 days remote)

PROFILE

You are the primary point for of contact for all incoming above store employee calls.  You will work with our end users and the Tier 2 Technicians to ensure that all reported issues are resolved in a timely manner.

• Team player

• Exceptional verbal and written communication skills

• Excellent customer service skills

• Ability to build and maintain lasting relationships with team and clients

• Good organizational skills and thoroughness in the execution of tasks

• Strong analytical and problem-solving skills

• Able to work under pressure and switch tasks seamlessly.

WHAT YOU’LL DO 

• Respond in accordance with SLA guidelines to request and incident tickets, ensuring a quick and positive experience for our clients with First Call Resolution

• Respond in a timely manner to incoming communications.  This includes, but is not limited to email, corporate chat, and ticket communications.

• Provide onsite and remote support to end users.

• Answer incoming calls when assigned to the phone switch.

• Build, configure, and deploy laptops and peripherals ensuring all hardware is accounted for in accordance with documented policies and procedures.

• Create, track and document incident and request tickets with diagnostic details including actions taken from initial diagnosis through the final resolution

• Ensure a ticket is created for every customer interaction.

• Assist with technology in conference rooms as needed for meetings.

• Provide support for Mac and other BYOD (iOS/Android) devices.

• Perform other duties as assigned.

WHAT YOU’LL NEED 

• Call center experience: minimum 2 year.

• Technical diploma or equivalent with or technical certifications (AEC, Microsoft, ITIL Certifications) with a minimum of 2 year of related work experience. 

• Strong analytical and troubleshooting skills.

• Proficient in Windows and Active Directory environments.

• Extensive knowledge in configuring, installing and deployment of hardware.

• Functional knowledge of Office 365, VPN, MFA, and Citrix environments.

• Ability to adapt and prioritize assigned tasks.

• Experience using IT ticket tracking systems.

• Ability to function effectively in a dynamic, fast paced, high call volume environment.

• Must be able to work independently, as well as within a team.

• Ownership and resolution of assigned tickets.

• Must be fluent in English and French language.

WHY WORK WITH US

Our job openings in stores and offices allow you to grow quickly within a global company, while benefiting from a dynamic work environment that puts people first. Wherever you are in your journey, we have a place for you.  Here are some of the attractive benefits we offer:

• A full range of benefits (medical, dental, etc.);

• Possibility to join a pension plan with employer contributions or a share purchase plan;

• Discounts for employees in stores and at many of our partners;

• Paid leave including vacation, sick and personal leave;

• Scholarship program available to the employee and the employee's children;

• Learning opportunities to develop new skills and grow professionally in a growing company;         

• Work in hybrid mode.

INTERESTED?  You are only a few clicks away from joining an exceptional company!  Those interested in this position should apply on our career site: https://workwithus.circlek.com/global/en

Circle K attaches great importance to diversity in the workplace and subscribes to the principle of employment equity by encouraging applications from designated groups, namely: women, Aboriginal people, persons with disabilities and members of visible minorities.

We thank all candidates for their interest in this position; Only selected individuals will be contacted.

#LI-CQ1

Couche-Tard / Circle K valorise la diversité et de l’inclusion et vise à créer un milieu de travail sain, accessible et gratifiant qui met en valeur la contribution unique de nos employés au succès de notre entreprise. En tant qu'employeur qui s'engage à respecter l'équité en matière d'emploi, nous encourageons les candidatures les plus diverses afin de pouvoir nous doter d’un effectif varié et représentatif de nos clients et des communautés que l’on sert. Des accommodements sont disponibles sur demande pour les candidats qui participent à tous les aspects du processus de sélection.