Technical Support Specialist (help desk) - (FP)

The title displayed may differ from the one used internally to optimise the job search on the market.

Valero Energy Inc. a leader in the renewable fuels industry, is seeking a Technical Support Specialist (help desk) to join our dynamic team located in the heart of Montreal.

About the position :

Reporting to the Director of IT Infrastructure and Logistics, the Technical Support Specialist is responsible for providing first-line technical support to users in Canada, with secondary support for the United States and the United Kingdom. You will play a key role in resolving technical issues and improving IT support systems.

Main responsibilities:

• Respond to calls, emails and other forms of communication from users regarding IT issues or support requests, primarily for Valero's Canadian office.
• Diagnose and resolve computer and software issues using the incident management system.
• Ensure an excellent level of customer service by handling each request in a courteous and professional manner.
• Redirect complex incidents to the appropriate technical teams.
• Monitor incident queues, following up with customers and support teams as necessary.
• Maintain and update a database of procedures and technical documentation.
• Participate in IT projects by contributing to testing, deployment and communications.
• Identify and report to the IT Manager any issues that may affect operations.

Qualifications:

• Technical degree or higher in computer science, engineering or related field, with a minimum of three (3) years' relevant experience.
• Bilingual (French and English), both written and spoken.
• Advanced knowledge of the Microsoft Office suite and teleworking tools (VPN, remote access, etc.).
• Excellent customer service skills and ability to communicate effectively.
• Ability to work under pressure and provide quality technical support.
• Proactive approach and attention to detail.

Benefits :

• Comprehensive benefits package
• Annual bonus and retirement contribution programme among the best in Canada
• Reimbursement programme for training and fitness expenses
• 24/7 access to virtual health care
• Access to an on-site gym and fitness classes
• Summer hours for eligible positions
• Service award program and summer hours for eligible positions
• And much more!

To apply for this position, send your CV to f.pradon@totemtalent.ca. Only people with the profile our customer is looking for will be contacted. 

Valero Energy Inc. is governed by the Charter of the French Language. However, knowledge of English is considered necessary to perform the duties of this position. The incumbent of this position will be called upon to review documents and interact both orally and in writing with colleagues at the head office located in Texas or in other Canadian provinces, or with various stakeholders such as customers, suppliers and unilingual English-speaking business partners.

Valero Energy Inc. is an equal opportunity employer. All persons meeting the selection criteria are encouraged to apply and will be considered without regard to legally protected status, including sexual orientation, gender identity, sex, minorities and persons with disabilities.