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IT Support Technician

The IT technician will represent the IT department and addressing level 1 and 2 issues reported by Keywords employees, providing fast resolution to those issues while working on projects to implement new systems or to upgrade existing environment addressing those in person, email, by telephone or redirect the case to the designated team and following it in a prompt, professional and efficient manner.

Work Schedule

This position is for overnight shift, 11:00 PM to 7:30 AM, working in the office, at the 'Sun Life' and 'Nordelec' buildings in Montreal.

• The technician must also be available and ready for changes in schedule for day and evening shifts possibly in the future;
• Available to work overtime as needed to fulfill role requirements. This may include extended shifts and occasional weekend hours.

Main Responsibilities

• Serve as the initial user point of contact for all IT-related issues and questions;
• Manage, take charge of and be responsible for the resolution of level 1 and 2 IT problems. Redirect and follow up on the problem at level 3 if necessary;
• Respond to user queries sent by HelpDesk ticket, phone, email or chat, or reported in person;
• Documentation of procedures and incidents;
• Troubleshoot user issues on computers, laptops and mobile devices;
• Preparation of equipment for production projects and support services;
• Inventory management;
• Management and distribution of game builds to projects;
• Management of user accounts;
• Research and test new technologies/solutions as needed to address future or immediate needs;
• Other related tasks as assigned by supervisor.

Requirements

Required Profile and Skills

• Able to follow the security and confidentiality measures and policies established by the company, as well as to ensure that the other members of the team do the same;
• Excellent oral and written communication skills in English, basic communication skills in French;
• Excellent problem solving skills;
• Strong ability to self-motivate, reliable, and able to work alone or in a team;
• Capable of working in a high-pace and evolving environment;
• Patient, professional, dynamic with a positive attitude;
• Serious and responsible;
• Basic knowledge of the components of a computer as well as the most common game consoles;
• Eager to take charge of problems – show initiative;

Preferred Profile and Skills

• Possess a DEP in computer support or any other related field of study;
• Work experience in the video game industry or customer service;
• In good physical condition;
• Working knowledge of server computing, routing, firewalls, phone systems and patching;

Benefits

• Schedules of 4x 10h or 5x 8h available;
• Starting salary of $18/h. Annual increase and progression system to progress to Technician Level 2, Expert, or Senior. Possibility of starting salary at $19.50/h for applicants with relevant experience;
• Monetary bonus for evening, night and weekend schedules;
• Advantageous group insurance with dental coverage, glasses, medication, and more;
• Cellular reimbursement of $45/month;
• Regular team activities (BBQ, game nights, trivia, and others);
• Committed, present and friendly team in a pleasant work environment;
• Team satisfaction regularly assessed;
• Opportunities to drive new ideas and initiatives.

For reasons of readability, the masculine is used in this document but it is addressed to candidates without distinction of gender. Keywords International's mission is to follow a strict Equal Opportunities policy. We strive to create a work environment that offers equal opportunities to all of our current and potential employees.