User Support Technician

The CSL Group Inc. (“CSL”) of Montreal, Canada is a world-leading provider of marine dry bulk cargo handling and delivery services. Through its major operating divisions, Canada Steamship Lines, CSL Americas, CSL Australia, CSL Asia and CSL Europe, CSL owns and operates a highly diversified fleet of specialized self-unloading vessels, off-shore transshippers and Handysize bulk carriers, and delivers more than 78 million tonnes of cargo to industrial customers annually. CSL's history can be traced back to 1845.

At CSL, we are committed to the wellbeing of our crews and employees, and to promoting a corporate culture that values high ethical standards, a safe and healthy workplace and respect for the environment. A career with CSL is both stimulating and challenging, and we are continually seeking skilled and passionate individuals to occupy key roles throughout our company.

Duties and responsibilities

• Answer the corporate IT help desk phone / email and provide first level (Tier 1) support to end-users, in-person at their desks, remotely and on-site (other offices and on-board) for the vessels (in and around the QC and ONT regions) from all CSL related companies and divisions;
• Perform initial troubleshooting and fix IT related issues;
• Seek the appropriate help when/if higher level troubleshooting is needed;
• Enter and manage the life cycle of tickets within the ticketing system, and update statuses clearly and completely on a timely basis;
• Provide general support for: hardware (PCs, laptops, smartphone, tablets, etc.) and software, and other office equipment (telephones, UPS, video conferencing, copiers/printers, etc.);
• Perform hardware/software deployments and installations and upgrades. (PCs, Mobile phones, MS Office, Windows, Anti-virus, etc.);
• Support team with ongoing daily operations. 

Qualification and skills

• College diploma (DEC) in computer science technology or equivalent;
• Bachelors, an asset;
• 3-5 years of experience in IT Help Desk / IT Support capacity;
• CompTIA A+, MOS, MTA or MSCA certifications are an asset;
• Excellent interpersonal and communication soft skills (oral, written);
• Strong computer troubleshooting skills;
• Customer service oriented;
• Ability to work independently and as part of a team, requires some supervision;
• Bilingual (French & English);
• Self-motivated, quick-learner and genuinely enthusiastic about going above and beyond to help people solve their IT problems and get the most from their IT devices and systems;
• Knowledge of Microsoft Products: Windows, Office, Windows Server, M365 Administration, Microsoft Teams;
•  Knowledge of Apple environment (iPad, iPhone…);
• Experience with an ITSM software, Crow Canyon a big plus
• Computer related background (PCs, office equipment: copiers/printers, iOS devices, Collaboration tools (MS Teams);
• Research software and IT technologies; provide recommendations for improvements to the IT Operation group;
• Maintain Hardware/Software Inventory; Document installation procedures. 
• 24/7/365 support will be required (via an on-call rotation);
• Contributes to improving processes, procedures and tools utilized by the department; 
• Accomplishes other duties as assigned.

This is a temporary position offering a competitive salary. We thank all applicants for their interest; however only those selected for an interview will be contacted.