Description
Automotive glass technology is helping transform how we experience the road. At Belron Canada, the home office of Speedy Glass, Lebeau vitres d’auto and Vanfax we take this seriously, which is why we invest tirelessly on developing our people can realize their full potential.
We welcome applications from everyone, and are firmly committed to diversity, equity and inclusion in the workplace, and take pride in ensuring every member of our team feels empowered.
This position requires on-site attendance 5 days per week.
Under the supervision of the IT Manager, End User Services, the incumbent is responsible for providing level 2 technical support. He will handle incidents and requests sent by the Help Center team, and/or other channels, requiring help. It will provide fast, courteous and efficient service in order to maintain a high level of user satisfaction.
Responsibility
Responsible for providing quality level 2 technical support, fast, courteous, and efficient, to maintain a high level of user satisfaction, while respecting our SLOs
Tasks
- Support for all incidents, and requests sent by the Help Center team, and/or other channels, requiring support from the Infrastructure & User Support Team. Processing of these in connection with our SLOs;
- Ensure proper counter-invoicing in the processing of new requests and breakdowns and repairs, as well as all movements of assets in our inventory using established procedures for the entry and exit of equipment;
- Follow-up of tickets (requests and incidents) closely with our users throughout the duration the ticket is open; A return for any incident that is not major or a service request must be made in accordance with our processing standards and the updated ticket;
- Validate the proper functioning of AV/VC services in our monthly rotating meeting rooms;
- Monitoring and support in accelerated mode for tickets related to IT security. Participate in the management of Security tools and services on a monthly rotation;
- Help manage identities and access to our IT accounts. Carry out the creation and destruction of IT user profiles/accounts as well as different accesses according to customer needs; and our IT standards;
- Collaborate and participate in the management of escalations for our incidents and service requests in close collaboration with the management team;
- Document, analyze and continuously improve procedures, problems and their solutions. Write our end-to-end technical procedures to help our customers and support teams complete their work;
- Manage the IT components for the process of arrival, transfer, promotion and departure of employees, as well as the MACD for our field footprint (CDS and Warehouses) in connection with HR and Real Estate governance.
- Management of IT hardware assets, the technician will help complete the recycling, organization, and storage of cabinets, and the work bench. Storage and modernization of our work bench and indicate the different work spaces.
- Support for onboarding and offboarding including preparation, imaging and configuration of workstations. Autopilot and Intune would be assets.
Requirements
- DEC or Professional Studies Diploma in IT.
- 3+ years of experience as a level 2 support technician
- Bilingualism (French/English, written and spoken)
- Ability to conduct and lead problem research in close collaboration with other support teams and/or business units.
- Understanding of MS Azure, WVD, O365 cloud infrastructure and service technology
- Have a knowledge base of virtual environments/machines.
- Be on the lookout for best practices in terms of IT security applicable to your role
- In-depth knowledge of Microsoft Windows 10 and 11, MS office suites, desktop and laptop computers, smartphones, tablets, multifunction printers, videoconferencing services, network environment (network implementation, support and management, LAN/WAN, TCP/IP protocol, management of routers and switches
- Excellent troubleshooting and incident or chronic problem resolution skills
- Experience and understanding of ITIL environments and relevant MS certificates an asset
- Ability to write technical documents for support and also customer-facing guides
- Good knowledge of MS Windows Server, virtual and physical
- Ability to resolve problems related to printing, hardware or digital service
- Ability to work a flexible schedule, may be required to provide support outside of normal business hours for major incident support or deployments
- Team spirit and strong desire for continuous quality improvement
- Interpersonal skills, dynamism, organization, autonomy
- Rigor in process monitoring
- Quality of management of its priorities
- Ability to work under pressure; sense of urgency and customer service oriented
- Good interpersonal skills.
We believe that genuine care can make a real difference in the customer experience, and it begins with making a difference in the careers of our team members.
Belron Canada is an integral part of the Belron International family, a global leader in auto glass repair and replacement, and forward-facing digital camera calibration. Belron Canada alone operates 325+ service centres, 2 distribution centres and 26 warehouses across 10 provinces, and is home to over 1,200 employees.
Our pursuit of excellence commits us to providing sustainable world-class care for our communities and the climate.
If you value your career as we value our employees and our customers, there’s no better time to join Belron Canada and #BringOutYourBest with us!
