Talents and professionals are welcome

We are looking for an IT Technician in Montreal, Quebec, to install, maintain and troubleshoot business applications, network, voice and data communications equipment. Analyze and fix problems reported by users. Play an important role in improving communication and collaboration, inside and outside the ElastaLink.

Responsibilities

• Resolve incoming requests to the Service Desk via telephone and CRM and chat to ensure courteous, timely and effective resolution of end user issues.
• Collaboratively prioritize and manage the queue of service desk requests to ensure consistent, and effective service delivery, escalating to the IT Applications and Support Manager where required.
• Work with IT vendors to ensure optimized configuration of Service Desk work order.
• Serve as an escalation point for complex technical support and development problems, inquiries and issues regarding operating systems, servers and networks, and provide recommendations to the IT work group regarding trends of application and/or technical problems and possible measures that would minimize or eliminate future occurrences.
• Provide technical advice and assistance to users in the resolution of problems associated with the use of standard hardware and software, and provide basic training to users in standard software applications.
• Build rapport and elicit problem details from service desk customers.
• Utilize tools to remotely manage devices, restore service, and assist stakeholders by resolving level 1 incidents effectively and efficiently applying diagnostic utilities to aid in troubleshooting where necessary.
• Perform hands-on fixes for incidents, including installing and upgrading software, implementing file backups, and audio video support.
• Record, track and document the service desk request problem-solving process.
• Respond to virus intrusions and resolve issues in a timely and effective manner, or escalate to relevant analyst where required.
• Set up, revise and terminate user profiles on various business systems using defined procedures.
• Monitor computer, telecommunications and network technology systems for problems.

Requirements

• Fluent in French and English
• In-depth knowledge of hardware and software
• Up-to-date knowledge of the latest IT and software trends
• Ability to work well with people
• Strong communications skills
• Excellent organizational skills
• Ability to quickly establish good working relationships with clients
• Willingness to sometimes work unsociable hours
• Patience
• A logical mind
• Enthusiasm for continual learning

We’re growing! We’re looking for a Technical Sales Engineer for our sales team, who will work with the inside sales representatives to qualify and close new business deals. You will be responsible for presenting the ElastaLink services to customers. We welcome your innovative ideas and encourage transparency at all levels, and we make sure to kick back and enjoy ourselves in the process.

Responsibilities

• Gain a quick understanding of a customer’s technical infrastructure/integration needs and how the ElastaLink solution can be positioned to provide immediate value
• Research competitive solutions and positioning to help the sales team successfully close deals
• Be a visible team player at ElastaLink, bringing a competitive spirit and a winning attitude
• Use market and technical knowledge to consult on best practices and offer constructive direction for implementation
• Drive customers success with your knowledge and recommendations
• Ensure the smooth transition of customers to the post-sales team
• Work with Sales team to gather technical requirements and further qualify leads
• Work with Sales team to prepare proposals for potential customers
• Work with Project Management to convey customer and prospect feedback
• Preparing and delivering technical presentations explaining products or services to existing and prospective customers;
• Talking with customers and engineers to assess equipment needs and to determine system requirements;
• Securing and renewing orders and arrange delivery;
• Recommending improved equipment to customers and showing how changes will lower costs or increase production; and
• Helping in the research and development of new service/product.

Requirements:

• Fluent in English, French is an asset
• Enthusiasm for continual learning
• Excellent organizational skills
• Minimum 3 years of sales engineering experience
• Bachelor’s degree in computer science or relevant field is an asset
• Prior sales engineering experience is an asset but not required
• Good working knowledge of IT services
• Passion for delivering presentations and offering technical input during the sales process
• Ability to communicate technical ideas to sales teams, business stakeholders, and technical users
• Must be energetic, enthusiastic, and have a competitive attitude
• Excellent communication and interpersonal skills
• Should enjoy talking with people about technology solutions
• Work well in a team environment