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Walter Surface Technologies: It Support Lead (End User Technology)

Walter Surface Technologies

This is a Full-time position in Montreal, QC posted April 8, 2021.

Reports to: Global Technology Director For over 65 years, Walter Surface Technologies has been a world leader in surface treatment technologies providing high performance abrasives, tools, power tools, chemical solutions and welding process solutions specifically designed for the metalworking industry.

Our core philosophy is focused on helping customers work better and provide ” Only the best” the best technology, the best products, the best performance, the best safety, and the best durability all designed to increase their productivity and profitability.Walter Surface Technology is rapidly growing and is seeking an IT Support Lead (End User Technology) to transform Walter End User Technology and helpdesk function with the goal of standardizing products, processes, technologies across regions to enhance Walter’s users experience.

Summary:The IT Support Lead (End User Technology) plays a vital rolein defining the vision for End user computing & Deskside support.

He/She will also be responsible for the execution of that vision and the day-to-day support of Walter Workforce.

He/She ensures excellent customer service through the application of customer support skills, business, and technical knowledge to triage, diagnose, troubleshoot, and escalate or resolve internal customer issues.The IT Support Lead (End User Technology) is also responsible for maintaining Walter’s environment (installation, configuration, maintenance operation of computer equipment).He/She works very closely with the Infrastructure team lead for all network related matters.

Responsibilities:Own/Maintain/Administer Service Desk (Ticketing System): Configurations, Workflows, Assets inventory, Contracts, Knowledge base, reports/metricsBe the single point of contact for end user computing supportSupport global workforce (Canada/USA), assist, guide users and solve various computer problems; Respond to and resolve end user questions and issues via telephone, remote support, in person and troubleshoot software and hardware issues mainly on Windows machines.Assist Global Technology director and Infrastructure team lead in defining a vision and a plan to modernize and standardize the end user computing/support functionTroubleshoot software and hardware issues on Mobile devices, printers, and multimedia roomsMaintain and upgrade users’ equipmentResponsible of procurement.

Develop an efficient sourcing strategy.Maintain an inventory of software and hardware (computers, servers, peripherals and networking components, monitoring tools, cell phones and tablets) to facilitate the maintenance and renewalManage the accounts of users ‘Active Directory’; administer Exchange, Domain Name System (DNS), and Windows Servers.Document and develop procedures related to technical support and problem solvingParticipate in various infrastructure projects based on Linux, Windows including virtualizationPerform any other tasks required by his duties.

Knowledge, skills, and abilities:IT Service Management ITILExcellent communication skills (written and spoken) in both English and FrenchDemonstrated ability to provide customer supportNaturally curious and creative individual with a drive tofindsolutions to problems, anda passion for innovationAbility to multi-task, effectively prioritize work, and adapt during pressured situations.Excellent skills in troubleshooting and problem solvingAbility to offer new and creative solutionsDemonstrate enthusiasm, interpersonal skills and resourcefulness Technical knowledge:Office 365/2013/2016, Windows 7 & 10Windows Server 2008/2012/2019«Active Directory», TCP/IP, DNS, DHCPKnowledge of printers management and of WSUS is an assetKnowledge of VOIP phone systems and networking is an assetExperience and Education:College degree or bachelor’s degree in Computer Science, or another technical fieldMinimum of ten (10) years experience in a similar position.