Job description


  • Entry level
  • No Education
  • Salary to negotiate
  • Montréal



The Technical Support Analyst offers second level
support of GNS (global network services) services to all users. He is
responsible for the tracking of incidents and the follow-up of user requests.  He also monitors servers, services and the
network infrastructure and take necessary actions to resolve issues.
The main responsibilities and routine tasks of the Technical
Support Analyst are to:
Provide second level support for all GNS services;
Own incidents and requests until resolution;
Identify, research, troubleshoot and resolve technical issues;
Monitor all of Ubisoft’s Online infrastructure, servers and services and ensure alerts are addressed and resolved;
Assign third level support requests to specific administrators based on priority and workload;
Update customers on the status of their requests on a daily basis, or according to SLA;
Respond to customer requests via telephone calls, emails and ticket system requests;
Offer a high level of customer service for users with various degrees of technical proficiency;
Follow up with customers to ensure satisfaction;
Monitor targets to ensure that problems are resolved within the SLA guidelines;
Send global communications to customers for problems affecting GNS services;
Report to management on recurring monitoring alerts;
Carry out all other related tasks

College diploma in information technology, or equivalent experience
Relevant experience
Internship in IT or experience as a Technical Support Analyst
Customer service experience
Excellent customer service skills
Excellent communication and writing skills
High Analytical and problem-solving skills
Good interpersonal skills
Proactive and autonomous
Ability to make complex information accessible
Ability to work under stress
Bilingualism in English and French (oral and written)
Knowledge of Windows Server
Knowledge of Unix
Knowledge of Networking (TCP/IP, OSI)
Knowledge of Active Directory

About the company

Ubisoft is a leading creator, publisher and distributor of interactive entertainment and services, with a rich portfolio of world-renowned brands. The teams throughout Ubisoft's worldwide network of studios and business offices are committed to delivering original and memorable gaming experiences across all popular platforms.

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