IT Support Engineer
Montreal, QC (Onsite)
Full Time
Must have Technical Skills:
- Interaction with Team members for knowledge sharing, knowledge transition and issue resolution
- Stakeholder management, share regular updates and assist in preparing operational reports
- Triaging of issues and coordination with cross functional teams for timely resolution
- Follow service management processes (e.g. Incident, Change, Capacity, Problem etc.)
- Maintaining agreed SLA levels and assuring Quality of delivery at all times
- Adhere to shift rotation plan and Operating model
- Interaction with SME’s on functional issues
- Coordinate communications between suppliers, and business stakeholders for their particular area
- Tracks and report progress to stakeholders
• Working experience in “ServiceNow” and knowledge on Incident, Problem, Change, SLM and Knowledge Management processes
• Shift timings : Monday to Friday:Morning 7:00 am 7:00 pm( 8 hours job, ROTA will be available)
- On-Call support beyond Office hours(rarely needed)
- Extended Shift timings and Weekend working based on customer requirements
- Working with Manufacturing Customer will be an added advantage
• Fluent in French language
Roles and Responsibilities:
• Day to day incident monitoring and resolution (Service Now preferred)
- Interaction with client (IT & Business users) on functional issues
- Triaging of issues and coordination with cross functional teams for timely resolution
- Follow service management processes (e.g. Incident, Change, Capacity, Problem etc.)
- Maintaining agreed SLA levels and assuring Quality of delivery at all times
- Adhere to shift rotation plan and Operating model
- Interaction with SME’s on functional issues
- Coordinate communications between suppliers, OEM, and other IT stakeholders for their particular area
- Tracks and report progress to stakeholders
- Willing to work in shifts (between 7am to 7pm), this is mandatory
- Excellent communication skills
- Continuous learning attitude
