Service Desk L1 Support Agent

WHO WE ARE

Sid Lee is a multidisciplinary creative collective striving to make a difference and celebrating culture with bold ideas. Over 300 artisans work as one team from offices in Montreal, Toronto, New York, Paris, London, and San Francisco. They strive to break the ordinary through brand building, brand expression and brand experience. Its creative community also includes Yard, Digital Kitchen, Sid Lee Sport, Sid Lee Architecture, and Haigo. Alongside daring clients, Sid Lee draws on its rich collection of disciplines: from craft to culture and innovation, empowering its clients to outperform their competitors, earn the trust of their customers, and increase their influence.

Sid Lee is a member of Kyu, a collective of top-tier global creative companies established by Hakuhodo DY Holdings. Sid Lee also imagined C2 Montréal, one of the largest creative-business conferences in the world.

ROLE

Reporting to the VP of IT, the IT Technician focuses on troubleshooting and is responsible for providing technical support to company users. In a client-focused and team-oriented environment, the selected candidate will perform various installation and maintenance tasks while ensuring the optimal functioning of various software. Able to handle multiple tasks simultaneously, they must prioritize effectively and demonstrate resourcefulness and attention to detail.

The technologies used include: Mac, Windows, KANDJI, Slack, Google Workspace, Dropbox, SharePoint, Microsoft Office 365, Apple Business Manager, Active Directory, OKTA, Sophos, Adobe Suite, AutoCAD, SketchUp, SolidWorks, and various other tools in the creative and architectural domains.

RESPONSIBILITIES

• Install and configure new workstations and mobile devices.
• Maintain and update software, computers, and printers.
• Use KANDJI and Active Directory for computer deployment.
• Handle IT requests submitted through our Freshservice ticketing system.
• Propose solutions to resolve complex issues.
• Prepare and maintain up-to-date IT procedures/processes/technical documents.
• Provide training to users as needed.
• Ensure impeccable customer service.
• Liaise with vendors regarding equipment.
• Install audiovisual equipment for internal events (projectors, microphones, audio systems, etc.)

REQUIREMENTS

• College diploma (DEC) in Computer Science, Information Technology, and/or User Support, or equivalent.
• A minimum of 2 years of experience in technical support, including customer service.
• Knowledge of Microsoft, Apple, and Google products.
• Experience in setting up Zoom rooms, Microsoft Teams, and Apple TV.
• Autonomy, resourcefulness, and efficiency are essential qualities for this role, as well as versatility, interpersonal skills, and professionalism.
• Fluency in French and English, both oral and written, to work with national and international clients and colleagues (50% of the time).

CONDITIONS

• Ability to be present at the Montreal office at least 4 days per week.
• Ability to work on a variable schedule between 7:00 AM and 6:00 PM upon request.
• 35 hours per week.

Proud to be an equal opportunity employer, Sid Lee is committed to creating a diverse work environment. All qualified applicants are considered without regard to citizenship, ethnicity, race, colour, religion, gender, gender identity or expression, sexual orientation, disability, age or veteran status.

We encourage women, Indigenous peoples, persons with disabilities, and members of visible and ethnic minorities to apply for our job opportunities. Additionally, accommodation measures can be made available for persons with disabilities upon request at any stage of the pre-selection and selection process.

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