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IT Support

Permanent contract
Montreal
Salary: Not specified
No remote work

GRAITEC
GRAITEC

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Job description

About Graitec Group

GRAITEC Group Company is a global Software editor leading Building Information Modeling (BIM) solutions and helping its architectural, engineering, construction, and manufacturing customers to digitize and industrialize their processes to improve performance and build a sustainable tomorrow.     Ambitious and fast growing environment: We see ourselves as a 30 years old startup, having doubled our revenue in the last 3 years again thanks to both organic and external growth and targeting 500m€ revenue in 2024 (join us to make it happen!). We strongly believe that this growth will continue since the market is only at the beginning of its digitization. Experts & Talents with strong culture: Our team is made of more than 700 outstanding talents with a strong management team to execute our mission.   A true international group: Graitec serves more than 200 000 customers worldwide with +50 offices in 13 different countries, enabling us to meet our customer needs around the globe  A market leader: we are one of the largest AUTODESK Platinum partner and the only one operating at worldwide scale with an equal split of the business between Europe and North America, enabling Autodesk solutions thanks to our own GRAITEC Softwares  Strong Products serving the construction & manufacturing industries: Through Autodesk products Add-ons like PowerPack to more complex solutions to enable simulation, fabrication & management of our customers projects, GRAITEC is proud of its 150+ developers innovating each day to accelerate our customers performance.  We are driven to hire the best people, with diverse experiences, and provide them the resources that empower them to achieve their full potential. This ultimately enables our organization to provide the very best customer experience and solutions that help our customers navigate and implement technologies and services that prepare them for sustainable growth.   We are looking for talents that will enjoy, live and accelerate in our culture  At Graitec, We work together locally & globally with the objective to be one only team all together delivering solutions to our customers  We are focused on achieving our vision and do not easily get distracted along the way.  We believe in our products and services and that we are on a path to solve a real challenge for our target customers & the overall industry.  We are thoughtful on our investments and lead ethically to maximize the company opportunity.  To better understand them, we want to represent the diversity of our customers around the globe & we are breaking our own siloes to better serve them. To make this culture a reality, we rally our teams around shared cultural attributes we expect the full team to role model in order to realize our mission : The way we work : Growth, Agility, Innovation and Responsibility The way we behave: Ambition, Engagement, One Graitec, Positive Energy 

About the Team Hiring

The IT Department is responsible for the management, strategy, and execution of the IT infrastructure of the GRAITEC Group, and tracking technology in order to achieve business goals, minimize security risks, maintain operations and systems. The IT Team is in charge with implementing the governance for the use of network and systems, it assists the operational units by providing them the functionality they need and is responsible for providing the infrastructure for automation. The IT Department of GRAITEC is a diverse, multicultural environment, with a wide range of experienced professionals, with strong technical / interpersonal skills and a dedication to excellence. The IT team operates in Romania, UK, Canada and France, working alongside all major departments in offering top-notch solutions to the global infrastructure. 

Overview

 The primary focus of IT Support is to ensure that company’s employees can use software and hardware to complete their daily tasks. Key Responsibilities:

Resolving IT support requests from employees Answering employee questions regarding computer systems and applications Gathering and analyzing data to diagnose problems with computer systems and applications Providing software application support under the supervision of the Software Engineers. Consulting with the software development team, internal users, and clients to improve application performance. Establishing the root causes of application errors, and escalating problems to the Software Engineer. Documenting processes and monitoring application performance metrics. Providing front-end support to clients and colleagues in other departments. Changing configurations, settings and permissions to fix computer issues Logging all service requests and updating tickets as needed  Key Success Indicators:  Tickets are solved according to SLA. Tickets that cannot be solved accordingly to the SLA must be commented and discussed with management and clients. New processes and software are communicated to users on-time.   Incidents are escalated to the 2nd level with the right level of information and analysis  

Responsibilities
  • Knowledge of operating systems, current equipment and technologies, enterprise backup and recovery procedures, and system performance monitoring tools 
  • Installed, configured, and supported laptops, software, hardware, printers, and phones 
  • Implemented applications and software upgrades and troubleshoot any performance issues 
  • Trained employees in using software and hardware, and provide technical support when needed 
Qualifications

·    Bachelor’s degree in IT, Computer Science, Information Systems, or a related field 

  • Fluency in English (spoken/written);
  • Excellent written and verbal communication, ability to explain highly technical concepts in simple terms 
  • Strong analytical, diagnostic, and problem-solving skills.
  • Good communication ability, both written and verbal.
  • Personable, professional demeanor.
Interview Process

At Graitec, we’re proud to be committed to diversity and inclusion in the workplace.  

We value our employees for the individuals they are and the contributions they can bring to our teams by bringing their authentic self at work. This resonates with the large variety of customers & markets we operate in and is part of our success story. As such, we welcome applications from all backgrounds and will not make any assessment into the application process other than candidates’ skills and capabilities to succeed in role.

 

Interview Process:

To apply – Please send you application & CV on  Graitec CareersHR Screening  IT Manager  

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