Tech Support / Helpdesk Niv 2-3
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About this job : Supervisor, Level 3 support technician

I'm Clémence, recruitment and business development consultant at FED IT, a recruitment agency specializing in IT professions.
I work on two types of recruitment: temporary and permanent.
All our consultants are IT experts who speak your language and work in your environment. We cover the full range of IT professions: development, business intelligence and infrastructure.

Your missions

Reporting to the IT Director, the incumbent ensures the technical supervision of the support team in order to
business objectives.
❑ Assume the role of system administrator, responsible for managing all application accesses for all departments. This includes the definition, implementation and supervision of secure access policies, as well as managing user rights to ensure the protection and integrity of the company's
company data.
❑ Manage, monitor, maintain, upgrade and support all applications for support services support services (finance, human resources, information technology, supply chain,
marketing and warehouse)
❑ Supervise a team focused on the maintenance and ongoing evolution of applications for support services applications. Manage, control, measure, monitor this team.
❑ Develop tools to measure performance indicators during the maintenance and evolution of applications
❑ Implement strategies to support the completion of support activities, maintenance, evolution and projects.
❑ Collaborate with various departments and partners to align services with the company's and ensure a strong partner relationship is maintained
❑ Create and send instructional materials to all stores or head office to share new procedures and/or information
❑ Try out and research various procedures and propose better
strategies, taking needs into account
❑ Provide efficient second-level support to stores: cash register, payment terminal, PC payment, PC, printer, traffic counter, alarm, router, internet, etc....
❑ Provide efficient second-level support to head office: PC and Mac, printer, network, smartphone (iOS and Android), etc.
❑ Establish standards and procedures for continuous improvement.
❑ Possibility of evening and weekend support work (store hours), on a rotating basis.
❑ Solve problems efficiently and quickly
❑ All other related tasks

Your profile

❑ DEC in Computer Science
❑ Solid experience in managing IT projects and solutions
❑ Solid experience in personnel management
❑ Experience in retail, an asset
❑ Minimum 3 years of second-level support.
❑ Good knowledge of Windows, AD network, GPO, Office 2010/2016, O365, VEEAM (or other),
Lansweeper (or other).
❑ SQL experience an asset.
Version 13.03.2024
❑ Ability to establish professional relationships at all levels.
❑ Very good verbal and written communication skills; bilingualism (English and French).