Technical Support Analyst I (2 positions)

WHY WORK WITH US

• Group insurance;
• A pension plan with employer contributions;
• Flexible hours with weekends off;
• Four days off during the holiday season;
• Flexibility in taking vacations;
• Opportunities for advancement and career development;
• New modern offices;
• Free coffee at all times;
• Free parking;
• Exciting corporate events;
• Company-branded clothing at good prices;
• Other benefits that you can discover only by applying to our offer.

YOUR DAILY LIFE WITH US

Responsibilities

The Level 1 Technical Support Analyst will be responsible for working within a global team that focuses on troubleshooting and resolving software and hardware technical issues for all JYGA products. Your main responsibilities will be as follows:

• Identify and resolve basic technical issues, such as system crashes, network connection errors or difficulties with standard software.
• When the problem is beyond the skills of the analyst, the analyst escalates the incident to Level 2 or higher teams.
• Log incidents in a ticketing system, track their progress and inform users of the status of their requests.
• Provide remote assistance to resolve problems on users' computers via remote control tools.
• Ensure the maintenance and commissioning of employees' IT equipment.
• Any other related responsibilities.

YOUR BACKGROUND

• DEC in IT/IT support (network management, infrastructure, IT support) or equivalent relevant experience.
• Bilingual, French/English (essential to support our customers in over 35 countries).
• Experience working in a fast-paced technical customer service environment with technical skills in troubleshooting, documentation methods and techniques.
• Action-oriented, resourceful, collaborative, autonomous and passionate about technology.
• Knowledge of computer systems, components, Office 365, Teams, TeamViewer.
• Ability to work on-site at Jyga Technologies up to approximately 90% of the scheduled time.