It Desktop Support, Technician

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)

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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.

• Ability to build and maintain lasting relationships with team and clients
• Good organizational skills and thoroughness in the execution of tasks
• Able to work under pressure and switch tasks seamlessly.
• Strong analytical and problem-solving skills
• Team player
• Excellent customer service skills
• Exceptional verbal and written communication skills

What You’ll Do

• Provide onsite and remote support to end users.
• Respond in accordance with SLA guidelines to request and incident tickets, ensuring a quick and positive experience for our clients with First Call Resolution
• Assist with technology in conference rooms as needed for meetings.
• Respond in a timely manner to incoming communications. This includes, but is not limited to email, corporate chat, and ticket communications.
• Perform other duties as assigned.
• Answer incoming calls when assigned to the phone switch.
• Ensure a ticket is created for every customer interaction.
• 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
• Provide support for Mac and other BYOD (iOS/Android) devices.

What You’ll Need

• Proficient in Windows and Active Directory environments.
• Functional knowledge of Office 365, VPN, MFA, and Citrix environments.
• Must be able to work independently, as well as within a team.
• Must be fluent in English and French language.
• Ability to function effectively in a dynamic, fast paced, high call volume environment.
• Technical diploma or equivalent with or technical certifications (AEC, Microsoft, ITIL Certifications) with a minimum of 2 year of related work experience.
• Ability to adapt and prioritize assigned tasks.
• Extensive knowledge in configuring, installing and deployment of hardware.
• Experience using IT ticket tracking systems.
• Strong analytical and troubleshooting skills.
• Call center experience: minimum 2 year.
• Ownership and resolution of assigned tickets.

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:

• Learning opportunities to develop new skills and grow professionally in a growing company;
• Possibility to join a pension plan with employer contributions or a share purchase plan;
• Work in hybrid mode.
• A full range of benefits (medical, dental, etc.);
• Paid leave including vacation, sick and personal leave;
• Discounts for employees in stores and at many of our partners;
• Scholarship program available to the employee and the employee's children;

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.

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.

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