Bilingual (F/E) Technical Support Analyst
3 weeks ago
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.
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