Bilingual Senior Technician, Information Technology (French/English) 13352

IAMGOLD Corporation

Brossard, Quebec, Canada Remote Hybrid

Full time

Jun 30

 What We Offer

IAMGOLD believes in rewarding outstanding performance with an equally outstanding total rewards package. Our attractive offerings include:

● Competitive Salary and Bonus ● Extended Health, Dental and Insurance Benefit Coverage ● Health Spending Account ● Fitness & Wellness Subsidy ● Employee & Family Assistance Program ● Registered Pension Plan with Company Match ● Employee Share Purchase Plan with Company Match ● TFSA & RRSP ● Remote Work Office Allowance ● Electric Vehicle Subsidy ● Summer Hours ● End of Year Office Closure

 Start Your Next Opportunity with IAMGOLD

The Senior Technician, Information Technology will be providing IT support within the IAMGOLD Enterprise services. They will be responsible for assuring a high quality of services while supporting the employees of Brossard, Toronto and other sites with a variety of IT requests. They will also act as the contact person to receive all IT related purchases for Brossard. They will work closely with the Brossard IT team and report to the Manager, IT Service Delivery, based in Toronto. This role is a senior role, meaning that more advanced technical skills will be expected, in addition to being able to take on small projects and ongoing support requests.

 Role Details

Provide Tier 1 & 2 service desk support.

  • Manage incidents, service, change requests, and escalations through ManageEngine ServiceDesk Plus.
  • Adhere to a defined IT Service Management processes (change, incident, problem, and service request) and operate within the defined service levels.
  • Participate in on-call rotational schedules and proactively respond within the service level targets.
  • Overtime hours could be expected and in-office support is required
  • Assist with centralized systems deployment and IT asset management.
  • Use methodical and creative in problem solving and troubleshooting hardware, software, connectivity, access and network issues.
  • Quickly and efficiently resolve issues and problems to allow users to return to their productivity.
  • Triage all incoming support requests and assign to the appropriate Technician and ensure that these requests are categorized properly first.

 

Maintain records for the IT department and perform routine analysis.

  • Accurately document and categorize support requests with the Ticketing Solution.
  • Install work stations, setup hardware and software.
  • Install, fix and repair equipment.
  • Install or repair Windows 10 computers with standardized applications and networking software, diagnosing and solving problems that develop in their operations.
  • Receive IT HW/SW orders for all support sites.
  • Ensure that control process is in line with SOX requirements and IAMGOLD policies.
  • Assist in the maintenance of standards and documentation.
  • Maintain current and accurate inventory of technology hardware, software and resources.

 

Support users in their operations using one’s experience and expertise.

  • Establish and maintain positive, effective working relationships with users, co-workers and vendors.
  • Provide knowledge transfer and cross training to other team members.
  • Provide orientation to new users of existing technology.
  • Train employees about potential uses of existing technology.

 

What You Need to Succeed 

  • Bachelor's degree or college diploma in Information Systems Support or a related field from an accredited college or university.
  • Completion of specialized training or certification requiring up to 2 years of education.
  • A minimum of 5 years of related work experience, in a client-facing service desk support role.
  • Experience with Level 1 and Level 2 Support.
  • Previous experience using ManageEngine ServiceDesk Plus or a similar IT Service Management Tool is an asset.
  • Office 365 and MS Teams experience, knowledge, and support.
  • Windows 10 in-depth knowledge
  • Excellent knowledge of Dell products and smartphones (Android and iPhone)
  • ITIL (Information Technology Infrastructure Library) experience is an asset.
  • Experience supporting both on-site and remote users.
  • Bilingual Fluency in English and French is required.
  • Familiarity with common software applications, with an emphasis on Microsoft product enterprise.
  • Familiarity with wiring, cabling, communication protocols, and connectivity hardware.
  • Sound knowledge of policies, practices, and procedures related to IT systems.
  • Well organized, works well independently and in team settings, possesses good time-management skills, and is able to work effectively under pressure.
  • Understanding of basic networking concepts including routing, subnets, and firewalls.
  • Knowledge and Experience in Cisco Voice Systems is an asset.


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IAMGOLD Corporation

IAMGOLD Corporation

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