This role is on-stie in Montreal, Quebec. Bi-lingual in both English and French.

• Purpose of Position

This position will be based in our Montreal, Canada office and act as the first line of defense for Osmose Canada’s technology users, providing prompt and efficient technical support across various channels. The incumbent will diagnose and resolve user issues, escalate complex problems, and contribute to a positive user experience.

This role will work as part of a team of IT professionals to ensure that the IT systems and services meet the needs of the business. The role will also play a key role in contributing to and implementing global IT policies and procedures regionally.

• Position Relationships

As a people-focused person, this role is accountable for quickly forming relationships, balancing a wide variety of priorities, and providing the highest standards of service to the Osmose Canada user base.

Internal & External

• Senior leaders across the organization
• IT L1 and L2 teams
• Employees across all levels / all functions
• Local solution partners, as necessary

• Key Responsibilities
• Provide technical support to users: Respond to user inquiries via phone, email, chat, or in person, effectively identifying and understanding the nature of their technical issues. Assist users with technical issues, answer questions, and train them in new technologies. Respond to user inquiries via phone, email, chat, or in person, effectively identifying and understanding the nature of their technical issues. Provide clear and concise instructions and explanations to users with varying levels of technical expertise. Maintain a positive and professional demeanor while interacting with users, even in challenging situations.
• Perform routine maintenance tasks such as, software updates, and account management. Install, configure, and maintain computer systems and peripherals, under the company’s global rules and standards.
• Act as smart hands to assist the I&O teams in troubleshooting IT assets locally. This includes servers, desktops, laptops, routers, switches, and firewalls.
• Troubleshoot hardware and software problems: Diagnose and resolve technical issues impacting users and systems, in collaboration with the global team. Escalate complex issues to senior IT personnel when necessary.
• Perform preventative maintenance under the guidance of the corporate IT team, where needed: Update software, patch systems, and perform backups to ensure optimal performance and security.
• Monitor system performance and identify potential problems: Proactively identify and work with the corporate IT team to address issues before they impact users.
• Implement new technologies and upgrades as directed by the corporate IT team.
• Documentation: Document resolutions and user interactions for future reference and knowledge sharing. Maintain accurate records for troubleshooting and future reference.
• Participate in IT projects: Work with other team members to implement new initiatives and solve complex technical challenges.
• Stay up to date on the latest technology trends: Continuously learn and adapt to keep skills relevant and address emerging needs.

• Measures of Performance
• Meet with set SLA’s and KPIs.
• High degree of customer focus – Voice of Customer feedback.
• Legal and Compliance Environment: Adherence to data protection laws, IT contracts.

• Personal Qualifications & Experience

• English and French professional proficiency a must.
• Strong understanding of computer hardware, software, networking principles preferred. Proven ability to troubleshoot and resolve technical issues in a timely and efficient manner.
• Excellent communication and interpersonal skills.
• Ability to work independently and as part of a team.
• Strong analytical skills.

• Personal Trait Profile
• Self-Starter.
• Strong verbal and written communications skills.
• Adaptability: Technology evolves rapidly; continuous learning and embracing new trends are vital.
• Customer service mindset: Demonstrating empathy and providing helpful support to internal users builds trust and satisfaction.
• Organization: Managing multiple tasks, projects, and information efficiently is critical for productivity.
• Stress management: Ability to remain calm and focused under pressure, particularly during critical incidents, is important.
• Ethical: Maintaining data confidentiality, protecting user privacy, and adhering to security protocols are paramount.
• Integrity: Taking responsibility for your actions, being honest, and demonstrating trustworthiness are valued qualities.
• Hands-on, “roll up your sleeves” approach.
• Attention to detail and strong organizational skills.

  About Osmose:

  Osmose is the market-leading provider of critical resiliency, assessment, and restoration services for electric transmission, distribution, and telecommunications companies.

  Benefits:

  Come grow with us! Full-time employees enjoy a comprehensive benefits package that includes:

• Medical Insurance and Health Savings Account with company contribution
• Dental, Vision, Life Insurance, STD, LTD, Critical Illness Plan and more!
• 401(k) with excellent company match
• Paid time off (vacation, sick, floating holidays)

• Osmose is an Equal Opportunity employer. EOE M/F/Disabled/Vet