Technical Support Analyst – Operations

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Reference:
J0220-0804
Job Location:
Montreal, Quebec, Canada
Job Category:
Technical Support

Who are we?


From pioneer to leader in the security industry, Genetec has always been committed to providing the most innovative solutions. Today, we offer world-class IP security solutions with our unified security platform encompassing license plate recognition (LPR), video surveillance and access control. Genetec has been recognized as one of Montreal’s top employers for 14 years running.

Description:
The Digital Business Solution (DBS) team is responsible for the support, evolution and implementation of new business solutions across the company. As such, we own a vast number of applications (ERP, CRM, custom made applications, Business Intelligence, etc.) and are providing our internal customers with best-in-class technical assistance on all those systems.

Reporting to the Operation Manager, the Technical Support Analyst will ensure we properly understand the requests, actively troubleshoot them, identify the resolution path, liaise with the different internal teams to provide the adequate solution and communicate with our customers from initial request to final customer satisfaction.

We are seeking highly curious, motivated candidates who seek to challenge themselves. The ideal candidate will possess excellent communication skills, a strong analytical mind, and the tenacity to focus on getting the job done efficiently to ensure our customer's satisfaction.

Responsibilities:

What your day will look like?
• Handle incoming tickets: qualify them, review severity/priority and assign them accordingly
• Analyse and troubleshoot technical issues and help resolve them
• Document all customers issues and interactions
• Collaborate with team members and escalate unresolved issues when needed.
• Ensure customers satisfaction and provide professional customer support
• Ensure that all reported incidents are addressed according to Genetec SLA
• Bug fixes on existing systems

Requirements:

About you
• Technical degree (DEC), certification in IT/Electronics, or equivalent business experience
• 2 years experience in IT/technical troubleshooting or Tech Support environment
• Excellent analytical and troubleshooting skills
• Excellent communication skills, able to articulate clearly and effectively over the phone
• Motivated individual who enjoys teamwork and has excellent interpersonal skills
• Able to work on multiple simultaneous requests and switch context
• You are autonomous, enthusiastic and resourceful
• Bilingual, French and English

Technical Requirements:

Knowledge of
• Experience with of object-oriented programming
• Experience with C# and the .NET Framework
• Microsoft SQL databases (structure and queries)

Assets:

• Knowledge of Agile / KANBAN methodology
• Knowledge of PowerShell
• Knowledge SSRS/SSAS/SSIS and ETL
• Knowledge of Power BI
• Experience with Version Control
• Knowledge of Dynamics 365/CRM/F&O
• Knowledge of ADX Studio Portal

Why you'll love Genetec
• Attractive compensation package
• Work-life balance
• Flexible working schedule
• Free, unlimited coffee
• Private free parking for all employees
• Onsite gym

We thank all applicants for their interest; however, only selected candidates will be contacted. No telephone calls or agencies, please.