Bilingual (F/E) Technical Support Analyst

3 weeks ago

Richmond Hill, Canada Onico Solutions Full time
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.

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