IT Support Technician (Level 2) - Onsite (South Shore of Montreal)

Are you motivated by technical problem-solving, seeking to join a company where you can grow? Do you enjoy providing in-person service but also appreciate remote work? This job is for you!

Mofco is a rapidly growing company offering IT support services to small and medium-sized enterprises. Mofco stands out from its competitors by providing personalized service from qualified professionals. Mofco is looking to expand its team by adding an IT Support Technician (Level 2, 100% onsite), dedicated to a few clients in the South Shore of Montreal (St-Hubert to St-Hyacinthe).

Reporting to the Director of Technical Services, the Technical Partner is at the forefront of support for Mofco's clients. As the first point of contact, they ensure high-quality service by resolving technical issues and meeting client needs.

This role requires strong technical skills and a strong commitment to customer satisfaction, contributing to maintaining Mofco's reputation for excellence.

We Offer

• Competitive salary, reviewed annually
• Performance-based bonus
• 3 weeks of vacation + 5 mobile days off
• Flexible hours and summer hours
• Collective REER with contribution up to 4%
• Dell purchase discount
• Collective insurance: medical, dental, telemedicine, life, and disability (60% covered by the employer)
• Travel and telecommunications allowance
• On-site parking
• Stimulating and collaborative work environment
• Assignments for reputable SMEs
• Regular team activities
• Professional development: paid training and certifications (100%)
• Permanent ON-SITE full-time position (37.5 hours/week)

Key Responsibilities

• Customer Support: Ensures the reception and management of service calls by phone, in person, or via the ticketing system, with a strong commitment to resolving issues quickly and efficiently.
• Priority Management: Prioritizes service requests according to their importance to ensure appropriate responses to emergencies and client needs.
• Problem Escalation: Transfers complex issues to the Level II Technical Partner for advanced resolution, ensuring service continuity.
• Ticket Tracking: Performs daily updates on open tickets to maintain clear and continuous communication with clients.
• Inventory Management: Keeps the IT inventory and client information up to date in the ticketing software, as well as the management of the IT park and peripheral equipment.
• Telephone System Management: Handles the management of clients' telephone systems, ensuring their proper functioning and updates.
• Hardware Management: Manages the ordering and receipt of IT hardware, ensuring that equipment is properly registered and ready for use.
• Reports and Documentation: Prepares infrastructure validation reports and keeps the password database up to date, contributing to the integrity and security of clients' systems.
• Administrative Responsibilities: Fills out timesheets accurately, in accordance with administrative guidelines, ensuring accurate and transparent billing to clients.

Experience and Qualifications

• Experience: Minimum 2 years in technical support, ideally in a client-facing role.
• Education: Diploma in computer science, information technology, or related field.
• Technical Skills: Proficiency in computer systems, ticketing software, telephone systems, and IT park management.
• Customer Orientation: Demonstrated ability to provide exceptional customer service, anticipating needs, and proactively resolving issues.
• Communication: Excellent verbal and written communication skills, facilitating effective interactions with clients and the team.
• Organization and Time Management: Ability to manage multiple priorities simultaneously and work autonomously.

Working Hours

• Monday to Friday
• Day shift
• Location: South Shore of Montreal, QC
• Employment Type: Full-time
• Compensation: $50,000 to $60,000 per year

Benefits

• Dental Insurance
• Disability Insurance
• Supplementary Health Insurance
• Life Insurance
• Paid Time Off
• Equal Contribution to REER
• Company Events
• Flexible Start and End Times
• Mileage Allowance
• Wellness Programs
• Retirement Plan
• Profit Sharing Plans
• On-site Parking
• Ability to Commute or Relocate:
• Saint-Hyacinthe, QC: Able to commute without issue or plan to relocate before starting (Mandatory)
• Language:
• French (Mandatory)
• English (Mandatory)
• Driver's License (Mandatory)
• Location: On-site