Careers

Fostering talent and creativity since 2001

Customer Service/IT Support

(#E1711-CS)

 Montreal, CA     Full Time     IT Support     Experienced

About Nomadis

Founded in 2001, Nomadis is a dynamic and growing global Information Technology company having its corporate head office in Montreal, Quebec, CANADA. We offer a holistic solution that combines expertise in travel, accommodation, workforce scheduling to companies working in remote areas that require a best in class integrated software platform.

Our current operations are in Africa, Australia, Europe, Latin America and across Canada from Quebec to BC, including the Artic Territories. The sector focus is typically on remote operations in Mining, Oil & Gas, Healthcare, Government, Engineering-Construction & Utilities/Hydro.

Responsibilities and accountability

  • Act as the primary point of contact for Level 2/3 expert technical support to our clients, across multiple channels: helpdesk, email, phone, chat;
  • Take ownership of the client’s requests and ensure quick response and resolution of all issues, escalating to the technical/product team or account manager only as required;
  • Respond to and resolve emergency incidents on a 24/7 basis (on occasional occurrences);
  • Ensure client requests, issues and bug reports are always captured in the Helpdesk system and Issue/Development tracking systems;
  • Produce periodic reports to the Operations Lead and CEO on helpdesk performance as well as infrastructure and software performance;
  • Monitor the cloud infrastructure and quickly address any issues or warnings arising to ensure the SLAs are met;
  • Conduct maintenance on client installations and the cloud infrastructure;
  • Contribute to technical and user documentation as required;
  • Engage in continuous training and knowledge sharing activities with the team to always be on the forefront of technologies and methodologies;
  • Foster the company culture, mission and values.

Skills and personality

  • Autonomy and ability to work collaboratively with an extended team and the clients;
  • Ability to adapt to a continuously evolving environment, technologies and methodologies;
  • Strong analytical and problem-solving skills with the persistence and determination in solving complex problems and working within constraints;
  • Bilingual French/English. Spanish is a strong asset.

Technical expertise

  • Solid global knowledge of IT/networking/computer systems and internet technologies: IP, HTTP, Email, DNS, Firewalls, VPN, virtualization, etc.;
  • Expertise in cloud infrastructure and security;
  • Microsoft SQL Server (2012/2016);
  • Microsoft IIS/Windows Server;
  • Knowledge and expertise in SSAE16 or equivalent standard an asset.

Experience and Education

  • Bachelor’s degree in Information Technology or equivalent;
  • 3 years relevant work experience dealing directly with clients.

We Offer

A challenging and energetic atmosphere supported by a culture of casual yet professional environment. Equality, respect, trust and teamwork are very important to us at this boutique firm. We offer a competitive salary, benefits and professional development.

A Nomadis feature is the opportunity to work with a high paced team dealing directly with clients and having project ownership from start to finish. You will take credit for solving problems of our multi-national clients in a range of businesses from Healthcare to the Resources sector across the globe.

We are recruiting energetic individuals that meet or exceed the requirements, who are passionate about their work and eager to contribute. The expectation is to conduct telephone and in person interviews in November and December, with an offer in December or January.

If this appeals to you, please tell us why by email to the Founder & CEO, Jean-Philippe Lavallée.

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