Help Desk Agent 1

Help Desk Agent 1

Sonepar IT Help Desk associates provide quality IT support via phone, email, virtual meeting, and after-hours mobile phone. The position is 80% in the office from Monday to Friday with 1 day of working from except for 1 week per month at 100% working from the office. The service includes but is not limited to: taking initial requests by phone or email, troubleshooting, and managing hardware, software, internal ERP/WMS, or relatively simple network issues. All help desk associates need excellent problem-solving, communication and interpersonal skills, as well as patience, a friendly attitude and the ability to work in a team environment. In addition, the help desk associate must have a solid technical understanding of the technology, including the various supported hardware, software, and network systems.

Responsibilities:

• General Support and Tasks: Sonepar IT Helpdesk Agent is responsible for providing software/technical support and assistance. They interact with customers over the phone or in person to resolve computer issues related to software and hardware issues.
• Troubleshoot customer issues: IT help desk agents also resolve issues that customers encounter on technical solutions used by the company that require guidance. They provide reliable and quality customer service to the caller associate.
• Ticket documentation: The IT help desk must thoroughly document the real-time actions taken to execute service/incident related tickets with a high level of detail and clarity.
• Documentation: The IT Help Desk Agent must thoroughly document/update existing procedures related to the support area covered by the Sonepar Help Desk team.
• After Hours Support: Sonepar Support operates 24 hours a day, 365 days a week. After-hours support is provided by a help desk agent on a rotational basis, approximately every six weeks. The after-hours support assignment is weekly, from Monday evenings at 6:00 p.m. EST to Monday mornings at 6:30 a.m. EST. Support outside office hours is carried out remotely (from home), the necessary equipment is provided (laptop, cellular, mobile Internet, headset). One bonus is offered per week of assistance outside office hours.

Requirements:

• 1-3+ years of experience in information technology with service and support computer hardware and software.
• Experience in customer service (phone/email support and communication).
• Bilingual, spoken and written (French/English).
• Experience in IT support.
• Knowledge of the Windows 10 O/S environment.
• Knowledge of the Office 365 suite, teams, Acrobat Reader etc.
• Knowledge of IOS, Android, MacOS devices.
• Basic Active Directory Knowledge.
• Knowledge / experience with the use of the ticketing system, Service-Now is a plus.
• Knowledge/experience with SX ERP and TWL WMS is a plus.
• May be available for office shifts from 6:30am to 3:30pm and 9:00am to 6:00pm. (Rotation)
• Ready to make a rotation support outside of working hours.