About this role

General Summary

BRP offers a career opportunity as a Service Desk Agent , a customer-focused professional with strong collaboration skills, experience working with cross-functional teams, and a problem-solving, analytical mindset. The Service Desk Agent provides timely and effective technical support while ensuring ticket resolution in accordance with the IT Operations Model.

Experience and Education

- Technical diploma or bachelor's degree in Computer Science, Information Technology, or a related field.
- 3 years of experience working in a Service Desk, Customer Service, Deskside Support, or Technical Support environment preferred.
- Advanced English (Speaking 90%, Writing 60%, Reading 90%).

Knowledge, Skills and Certifications

- Customer-oriented approach with a commitment to maintaining a high level of customer satisfaction and service excellence.
- Excellent written and verbal communication skills with a focus on clear, professional, and empathetic interaction with users and colleagues.
- Strong time-management, organizational skills, and attention to detail, with the ability to effectively prioritize tasks and work under pressure to meet deadlines.
- Strong problem-solving and analytical skills to diagnose and resolve complex technical issues efficiently.
- Availability to work on day, evening, and night shifts.
- Good teammate, able to work independently while contributing positively within a team environment.
- Familiarity with Service Management and ticketing tools (ServiceNow or equivalent).
- Knowledge of Windows operating systems, Microsoft 365, Google Workspace, and remote support tools.
- Punctual.

Main Tasks and Responsibilities

End User Support

- Regular end user support (Professionals).
- Provide first-line technical support through phone, email, and chat.
- Accurately document all support interactions, incidents, and resolutions.
- End-user equipment support and troubleshooting (DELL laptops, desktops, workstations, Ricoh printers, etc.).
- Standard BRP applications deployment (SCCM).
- Microsoft Office Suite and Google Workspace support.
- Wireless connectivity support.
- Mobile device configuration and support (Samsung & Apple).
- Create, update, and maintain support documentation and work instructions.

Manufacturing Environment (Shop Floor)

- Zebra printers and scanners support, preventive and corrective maintenance, and Wi-Fi configuration.
- Software configuration (Mobisys).
- Basic troubleshooting of infrastructure, networking, telecommunications, VPN, and wireless connectivity.
- Shop floor support and equipment installation.
- Shop floor application installation.
- Tablet installation, configuration, and support.
- Schedule preventive maintenance for manufacturing devices.
- Prioritize interventions to minimize production downtime and vehicle loss.

Continuous Improvement and Compliance

- Analyze incident trends and address root causes of recurring issues.
- Maintain and validate assets within the Asset Management database.
- Collaborate with IT support teams and subject matter experts to resolve incidents and requests.
- Report progress, risks, and open tasks to ensure service continuity between shifts.
- Develop and maintain work instructions related to supported services.
- Support compliance with ISO 9001:2015 Quality Management System requirements.
- Comply with all safety requirements related to the role.
- Complete required Quality and Training courses on time.
- Identify and report quality and compliance issues and support corrective actions.

ACKNOWLEDGING THE POWER OF DIVERSITY

BRP is dedicated to nurturing a culture that invites, connects, and propels the ambitions of people of all backgrounds, profiles, beliefs, and experiences. Ultimately, the diversity and uniqueness of our people fuel our ingenuity and set the course for the path ahead!

For this reason, we value diversity and we strive to always push each other forward to build an inclusive workplace where every employee feels like they belong, where they can grow and find meaning.

WELCOME TO BRP

We’re a world leader in recreational vehicles and boats, creating innovative ways to move on snow, water, asphalt, dirt, and even in the air. Headquartered in the Canadian town of Valcourt, Quebec, our company is rooted in a spirit of ingenuity and intense customer focus. Today, we operate manufacturing facilities in Canada, the United States, Mexico, Finland, Australia, and Austria, with a workforce made up of close to 17,000 spirited people, all driven by the deeply held belief that at work, as with life itself, it’s not about the destination; It’s about the journey.