At a Glance
- Tasks: Be the go-to tech support hero for your colleagues and solve their tech issues.
- Company: Join a dynamic mining company focused on innovation and teamwork.
- Benefits: Enjoy competitive pay, performance bonuses, and great remote work perks.
- Other info: Work 14 days on, 14 days off at a unique remote site with awesome growth opportunities.
- Why this job: Make a real difference by helping others with tech challenges every day.
- Qualifications: Tech-savvy with a college diploma or equivalent experience in IT support.
The predicted salary is between 47250 - 57750 $ per year.
Position Summary
The Level 1 End User Support Technician serves as the first point of contact for technical support requests from Dhilmar Éléonore employees.
The technician responds to incidents and service requests, performs initial diagnostics, resolves common issues and escalates complex cases to higher support tiers.
The role is intended to deliver fast, courteous service in line with service level agreements (SLAs), across both the IT environment and end user support for systems in a mining context.
- Key Responsabilities
- Receive and log support requests (phone, email, self-service portal, chat) in the Service Now ITSM ticketing tool.
- Triage, categorize and prioritize incidents and service requests.
- Diagnose and resolve first-level issues: user accounts, passwords, access, office software, peripherals and basic connectivity.
- Provide support for workstations (Windows / mac OS), the Microsoft 365 suite and collaboration tools.
- Assist users with identity and access management (Active Directory / Microsoft Entra ID), including multi-factor authentication (MFA) resets.
- Document resolution steps and keep the knowledge base up to date.
- Escalate unresolved incidents to Level 2 or 3 with relevant information and diligent follow-up.
- Follow up with users through to ticket closure and confirm their satisfaction.
- Meet SLAs and contribute to the IT/OT department's service quality objectives.
- Apply information security policies (access management, phishing reporting, user awareness).
- Perform any other related duties as required.
- Technical Skills
- Knowledge of Windows operating systems (basic mac OS knowledge).
- Proficiency with the Microsoft 365 suite (Outlook, Teams, Share Point, One Drive).
- Basic networking knowledge (IP addressing, VPN, Wi-Fi, connectivity).
- Familiarity with identity and access management (Active Directory / Microsoft Entra ID).
- Device management with Microsoft Intune and Apple Business Manager.
- Experience with the Service Now ITSM ticketing tool.
- Good understanding of ITIL concepts (incident and service request management).
- Soft Skills
- Excellent communication and customer service skills.
- Ability to explain technical concepts to non-technical users.
- Strong organizational skills and effective prioritization.
- Diligence in documentation and case follow-up.
- Team spirit combined with strong autonomy.
- French / English bilingualism (French being the primary working language).
Education & Experience
- College diploma in computer science or a related field (or equivalent experience).
- 0 to 2 years of technical support experience (an asset).
- Certifications considered an asset: Comp TIA A+, ITIL Foundation, Microsoft 365 Fundamentals.
- Working Conditions
- 14/14 rotation: 14 consecutive days on followed by 14 days off.
- 12-hour work shifts.
- On-site position at the Éléonore mine site (remote site, James Bay / Eeyou Istchee).
- Accommodation at the site camp during work rotations (per company policy).
- A dynamic, safe and stimulating work environment.
- Competitive compensation, performance bonus and retirement plan.
- Group insurance and other benefits related to remote-site work.
- Eleonore mine site (fly-in, fly-out from Montreal, Chibougamau, Matagami, Rouyn-Noranda, Val D'Or and Wemindji)
- #J-18808-Ljbffr
End User Support Technician in Rouyn-Noranda employer: Dhilmar
Join a dynamic team at Eleonore mine site, where we prioritise safety, innovation, and employee development. As an Electrical and Instrumentation Engineer, you'll benefit from a supportive work culture that encourages professional growth through hands-on experience and collaboration with skilled professionals. Enjoy a competitive compensation package, a fly-in, fly-out schedule, and the opportunity to make a meaningful impact in the mining industry while working in a multicultural environment.
