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Technical Support Analyst (Corporate - Daytime shift)

Job Description

Summary

The Technical Support Analyst offers second level
support of GNS (global network services) services to all users. He is
responsible for the tracking of incidents and the follow-up of user requests. He also monitors servers, services and the
network infrastructure and take necessary actions to resolve issues.

Mission

The main responsibilities and routine tasks of the Technical
Support Analyst are to:

• Provide second level support for all GNS services;
• Own incidents and requests until resolution;
• Identify, research, troubleshoot and resolve technical issues;
• Monitor all of Ubisoft’s Online infrastructure, servers and services and ensure alerts are addressed and resolved;
• Assign third level support requests to specific administrators based on priority and workload;
• Update customers on the status of their requests on a daily basis, or according to SLA (Service Level Agreement);
• Respond to customer requests via telephone calls, emails and ticket system requests;
• Offer a high level of customer service for users with various degrees of technical proficiency;
• Follow up with customers to ensure satisfaction;
• Monitor targets to ensure that problems are resolved within the SLA guidelines;
• Send global communications to customers for problems affecting GNS services;
• Report to management on recurring monitoring alerts;
• Carry out all other related tasks

Qualifications

Training

• College diploma in information technology, or equivalent experience

Relevant experience

• Internship in IT or 1-3 years of experience as a Technical Support Analyst
• Customer service experience

Skills

• Excellent customer service skills
• Excellent communication and writing skills
• High Analytical and problem-solving skills
• Good interpersonal skills
• Proactive and autonomous
• Ability to make complex information accessible
• Ability to work under stress

Knowledge

• Bilingualism in English and French (oral and written)
• Knowledge of Windows Server
• Knowledge of Unix
• Knowledge of Networking (TCP/IP, OSI)
• Knowledge of Active Directory