IT Technical Advisor

About the Job

The Altanora team is dedicated to developing and operating the best virtual desktop environments in the world; the most efficient, secure and adapted to modern hybrid working. More than 100,000 users benefit daily from our know-how as the Canadian leader in virtualized desktop and application solutions. Our services are available in both cloud and traditional mode, on our DaaS (Desktop as a Service) platform or in public clouds, in outsourcing or consulting service mode.

Altanora has the largest team of certified experts on the subject in Canada and works across the entire spectrum of traditional and cloud IT infrastructures to deliver innovative and integrated solutions to prestigious Canadian and international clients. Recognized for its employer brand, Altanora stands out for its dynamic work environment where the autonomy and well-being of employees are at the center of concerns but also for the numerous opportunities for skills development in line with our mantra which is “a great team behind each good advice”.

The benefits of joining us:

• 4 weeks' vacation
• 5 sick days
• 2 additional off days for public holidays (during the holiday season)
• 37.5-hour work schedule, remote policy and flexible leave policy (we all have a life outside of work, we have to enjoy it!)
• Training in the South during the holidays
• Advantageous group insurance with 80 to 100% employer contribution (dental, travel, disability, life and others)
• Group RRSP
• Sports allowance of $600/year
• Cellular and internet allowance of $1,320/year
• Transportation allowance of 1130$/year
• With access to a telemedicine platform, we like to simplify the lives of our employees
• Monthly team activities (5 @ 7, team party, activities) paid by the company
• Modern management style with performance reviews every 6 months
• An employer that promotes learning, expression and exploration

Role

Your role will be to resolve and track 1st and 2nd level incidents within the ticketing system. You will also have to ensure the evolution of the infrastructures of our customers. As a computer technical advisor, you will be required to keep your expertise up to date in order to properly resolve the various technical problems of customers and direct them to the best possible solutions.

This is a multi-client management position, it is a unique opportunity to excel with a high speed learning curve.

Responsibilities:

• Provide support in remote control for 1st and 2nd level incidents
• Create, modify and manage users, groups and access via active directory
• Provide customer support (occasionally) 1st and 2nd level
• Maintain up-to-date documentation of incidents within the ticketing software
• Ensure a lookout on the monitoring / alerting software (monitoring)
• Provide software, hardware and operational support
• Ensure incident escalation and follow-up with users
• Perform on-call duty to guarantee service outside regular working hours (financial compensation)
• Maintain customer hardware/software inventory up to date
• Perform diagnostics and hardware repairs for desktops, laptops, hard drives, network tools and others
• Install computer stations, software, network printers and other peripherals

Skills sought

• Know how to manage priorities and master problem-solving techniques
• Be “customer” oriented
• Be autonomous and proactive
• To have team spirit.

Requirements :

• Have a minimum of 2 years of experience in IT support
• Have basic knowledge of the following aspects;
• Microsoft network environments (Active Directory)
• Microsoft Office suite and MS-365 systems
• Network and network equipment (Cisco switches and routers, computer cabling, TCP/IP protocols)
• Remote control tools
• Terminal server environments
• Citrix and VMware virtualization products (an asset)