Job description

Requirements

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

Description

JOB DESCRIPTION

Summary
 
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.
 
Mission
 
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
QUALIFICATIONS

Training
 
College diploma in information technology, or equivalent experience
 
Relevant experience
 
Internship in IT or experience as a Technical Support Analyst
Customer service experience
 
Skills
 
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
 
Knowledge
 
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.

Companies in this sector

Hives where you can find this job offer