IT Technician

As a global network of trusted advisors, we create cutting-edge technological solutions to overcome today's challenges and anticipate tomorrow's needs. It all starts with the collaboration of a diverse team of passionate innovators, each driven to make a difference. Together, we challenge the status quo and push each other to new heights. Ready to leave your mark on engaging mandates and shape the future through digital transformation and strategic consulting? Take your ambitions to the next level and discover your next exciting challenge with us!

Your role, your impact

As an IT Technician, you'll join Alithya's hotline team, which is the point of entry for all requests and incidents related to our client's tools (order management, logistics and industrial operations).

You'll learn about this rich and interesting environment, which includes approximately 250 business applications. We'll support you in developing your skills through training provided at the start, and you'll then gain autonomy at your own pace. The existing team will also be there to support you.

Your day-to-day

• Handle calls and tickets (N1/N2) via the ServiceNow management tool: incidents, service requests, escalations;
• Qualify and diagnose problems (functional or technical) to provide a quick solution or direct them to the appropriate level of support;
• Manage the fixed and mobile telephone fleet (telephony unit);
• Ensure comprehensive follow-up of tickets until their resolution, in accordance with SLAs;
• Assist users on how to use business applications (ERP, logistics tools, client portal);
• Collaborate with IT and application teams to handle complex incidents;
• Participate in continuous improvement: updating procedures, contributing to the knowledge base.

Technical environment:

• Environments: Active Directory, Windows, Citrix, Salesforce, SAP;
• Office suites: Google Workspace (including administration tools), Office;
• Management tool (ITSM): ServiceNow;
• Network: basic skills, network supervision;
• Telephony: Android, iOS, proficiency with telephony tools;
• Artificial intelligence: Gemini tools;
• Methodologies: ITIL (V3 or V4), Agile., The diversity of our backgrounds, experiences, thoughts and insights is our competitive advantage. We foster a collaborative environment rooted in our core values of respect, well-being, passion, trust, integrity and creativity. For us, diversity, equity and inclusion aren't just buzzwords; they're essential drivers of innovation and excellence, and powerful catalysts for inspiration and evolutionary ideas. The empowerment of our people is fundamental to being the trusted advisor to our clients. Join us in embracing our authenticity and in leveraging our unique perspectives to collectively build the future we all envision. An inclusive path to success Fostering an environment where you can thrive starts with ensuring an accessible recruitment process. If you require any accommodations, we welcome you to contact us. For more information, please visit our accessibility page at https://www.alithya.com/en/accessibility.

Do you have experience in iOS?, * 3 to 5 years of experience in a similar position;

• Good knowledge of Windows environments, Office 365, ticketing tools (ServiceNow) and ITIL processes;
• Ability to provide level 1 and 2 technical support;
• Accurate ticket tracking, documentation of actions and compliance with procedures;
• Patient and clear support for users, even in stressful situations;
• Team spirit and sense of service.

Language skills

• French: Proficient
• English: Intermediate