IT Support Specialist - Events & VIP Users
Posted Updated 1
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Summary
Day-to-day, this person is the primary IT contact for VIP/Gold users at Bombardier in Dorval, Québec — diagnosing and fixing endpoint issues, handling incidents via ServiceNow within SLA, and setting up IT for corporate events. Core stack includes Microsoft, Apple, Adobe, Intune and MECM.
What are your contributions to the team?
- Support the VIP/Gold users on day-to-day IT issues, being a primary point of contact to resolve IT issues in real time.
- Provide support on technology platforms like Microsoft, Adobe, Intune, MECM and Apple.
- Collect all essential technical information pertaining to issues, analyze, troubleshoot, and escalate to an SDM/Manager when necessary.
- Be responsible for diagnosing and repairing EUC issues, installing, and configuring hardware and software as required and ensuring optimal performance.
- Be responsible to support IT events and enable necessary IT setup as required by business.
- Proactively reach out to different business support teams for effective collaboration on IT events.
- Complete all VIP/Gold incident and requests within agreed SLA.
How to thrive in this role?
- You have a degree or diploma in a relevant field of Information Technology or relevant experience
- You have 8-10 years’ work experience in providing VIP/Gold technical support.
- You have good understanding of ITIL and Service Now platform.
- You have relevant experience in supporting IT events.
- You have excellent communication skills in both French and English.
- You have excellent customer service skills with a key focus on helping end users.
- You have strong problem-solving skills and adaptability to learn quickly in a changing environment.
- You have good interpersonal and communication skills with the ability to work effectively with a wide range of individuals in a diverse community.