Bilingual (F/E) Technical Support Analyst

Bilingual (F/E) Technical Support Analyst

The Bilingual (F/E) Technical Support Analyst is responsible for providing technical support via phone or email to service clients for their IT issues. Assists with the training of Bilingual (F/E) Technical Support Analysts and provides technical guidance.

Work Experience

• Bilingual (English/French) is a MUST to be considered
• 5-8 years experience in technology support roles.
• 4-5 years experience working in a help desk environment is preferred.
• Ability to effectively translate technical information and procedures to end-users at an advanced level.
• Troubleshooting and analytical skills at a more advanced level with capacity to accurately identify and assess problems before providing accurate solutions.
• Dedicated to providing quality customer support to consistently meet customer expectations by providing service beyond expectation.
• Excellent bilingual communication, both written and verbal, interpersonal skills with ability to listen effectively, respond appropriately, and maintain mutual comfort level while relating to a diverse group of individuals.
• Ability to remain productive within time-sensitive and fast-paced environment.
• Service and detail oriented.
• Extensive knowledge supporting all Windows Clients, MS Office Products, Outlook, Citrix, and cloud infrastructure such as Hyper-V and VMware
• Excellent knowledge of computer hardware.
• Knowledge of TCP/IP, Ethernet.
• Experience with configuring computers and mobile devices.
• Ability to assist with training of helpdesk analysts.
• Assist helpdesk analysts with more complex issues.
• Demonstrate experience with Microsoft office products
• Demonstrate willingness and ability to increase skill set and willingness to take on additional tasks and responsibilities
• Aptitude for technology
• Knowledge of ITIL best practices is an asset

Key Responsibilities:

• Liaise between departments in the organization
• Facilitate conference calls between clients and manufacture (i.e. power outage).
• Provide technical IT related phone support to a diverse group of clients.
• Diagnose and resolve problems and issues at a more advanced level.
• Assist with training of Help Desk Analysts.
• Provide suggestions for improving helpdesk operations and assisting with documentation.
• Log all calls to the Help Desk maintaining complete documentation of problem cause, impact, and resolution.
• Prioritize problems, escalate high priority requests.
• Develop an understanding of the client’s environment and maintain technical knowledge
• Follow-up with clients to ensure resolution is complete and timely
• Dispatch technical service regarding hardware problems
• Develop complex and broad scope of services including remote support and outsourcing companies.
• Provide spares to clients.
• Provide backup to Technical Support Manager Help Desk during vacation coverage.

Education

• University degree or college diploma in a Technical Program or related field.
• A+ certifications.
• Vendor certification such as IBM/HP.

This is a permanent position located in Toronto, ON with an annual salary of $56,000.00 per annum.