Technical Support Technician
With over 30 years of recognized expertise, COFOMO is now a leading Canadian consulting firm specializing in digital and artificial intelligence. Supported by more than 3,000 experts, 10 Centers of Excellence, and 4 offices across the country, we are uniquely positioned to successfully guide our clients through their transformations. Both strategic and tactical, we help organizations across a wide range of industries thrive in today’s rapidly evolving world.
Our promise
Help our clients succeed and maximize the impact of their transformation initiatives, turning them into powerful drivers of growth and innovation.
Job description
- Provide the company's users with online technical support (chat), telephone and on-site;
- Create incident records and work orders (requests), enter data and populate them appropriately from start to finish (problem solving);
- Follow up with applicants;
- Greet employees at the Tech-Café and offer technical support, replace defective devices as needed after analysis (laptops, mobile devices and accessories;
- Provide clients with training on current and future IT applications and devices, as required;
- Provide professional on-site support and technology monitoring for audio-visual equipment and conference room systems;
- Forwarding incident records and work orders to the appropriate individuals for resolution;
- Apply the referral procedure to the next level of the IT department and ensure that the service levels under his/her responsibility are respected at all times;
- Closely monitor responses to service and problem resolution requests to ensure that resolutions are implemented quickly;
- Use incident tracking systems to maintain user case data and solutions found in the knowledge base;
- Provide hands-on technical support for the suite of applications used by the company;
- Contribute to the development and maintenance of policies and procedures required for the administration and continuous improvement of the IT service;
- Represents his/her unit at meetings and in the exercise of the functional responsibilities of his/her unit;
- May conduct research, compile data and prepare recommendations for special projects as directed or perform other duties as assigned;
- Work full-time, 5 days a week.
- Have a diploma and/or certificate in computer systems, or equivalent;
- Have five (5) to nine (9) years of experience in the field of support for a service center, or a combination;
equivalent experience and training; - Have a working knowledge of audio-visual equipment in conference rooms, as well as IT administration procedures;
- Knowledge of troubleshooting processes and technical problem analysis;
- Demonstrate knowledge of the operation of personal computers and relevant software;
- Have knowledge of IOS mobile devices;
- Knowledge of service centre practices and techniques, as well as principles and practices for service delivery and support;
- Knowledge of IT and divisional goals, policies and objectives;
- Have knowledge of current administrative practices and procedures;
- Demonstrate knowledge of public communication techniques and telephone etiquette;
- Have skills in network operation and management;
- Have good written and oral communication skills;
- Ability to read, analyze and interpret trade journals, professional publications, manuals and technical procedures in accordance with the ITIL framework;
- Have the ability to write reports, letters and procedures manuals;
- This position requires fluency in French and English for daily tasks, understanding documentation, and professional communication with customers, suppliers, and colleagues across Canada. Language skills in French and English are essential, both oral and written.
Why choose a career at COFOMO?*
- Competitive compensation and benefits
- Wellness program
- 24/7 telemedicine access
- Support for legal, accounting, and mental health needs
- Focus on growth, development, and skills enhancement
- Personalized career plan and tailored guidance
- Hybrid work environment
- Active social club and year-round events
* Only applicable to permanent COFOMO employees.
Join our team.
Make a difference every day by taking advantage of our development programs, access to our Centers of excellence, and a stimulating work environment.
Professional development
We invest in our talent, encourage continuous growth, and support you in every aspect of your career.
Latest technologies and best practices
Leverage your skills, knowledge, and problem-solving abilities on large-scale projects for leading clients.
Welcoming and people-focused organization
A place where you can feel at home. COFOMO is a space where you can grow, learn, create, contribute, and be recognized for your achievements.
Working at COFOMO gives you the opportunity to collaborate today on the technological projects of tomorrow — from green technology to the latest innovations in artificial intelligence and information security.
Our Values
Beyond words, COFOMO’s values guide our actions and shape our policies. Without them, we’d be just another company—and we are anything but that.
At COFOMO :
You are recognized and valued for your skills, expertise, and—most importantly—your potential. That’s how we measure value here.
We hire people based on talent. Period.
Everyone matters, everyone’s voice counts, and everyone is respected.
COFOMO values the differences that enable each of us to make meaningful and unique contributions to our success and shared culture. We foster diversity and inclusion, creating workplaces where new ideas, different experiences, and unique perspectives can be shared—often with people you might not otherwise have the opportunity to collaborate with.
MASCULINE OR FEMININE TERMS ARE USED INTERCHANGEABLY WITHOUT ANY INTENT OF DISCRIMINATION. COFOMO IS AN EMPLOYER OF CHOICE THAT PROMOTES DIVERSITY AND APPLIES FAIR EMPLOYMENT PRACTICES.
Employer of choice
COFOMO is a consulting firm specializing in digital transformation and artificial intelligence. We stand out for the digital ingenuity of our talent, our unique approach, and our values. Make an informed choice and discover what makes us
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