IT Support Technician

5 months ago

Greater Sudbury, Canada Contact North Full time

**Join Our Dynamic Team**

**Launch Your IT Career with Us: Unique Opportunities for Recent Grads and Junior IT Professionals**

Are you passionate about empowering individuals through education and training?

Do you thrive in a collaborative and dedicated team environment?

If so, an opportunity awaits you with Contact North I Contact Nord

At Contact North I Contact Nord, we are committed to providing free support services to students in rural and remote communities across Ontario. By joining our team as a **Bilingual** **IT Support Technician**, you will have the chance to help individuals access life-changing education opportunities and make a lasting impact on their lives.

**IT SUPPORT TECHNICIAN (BILINGUAL) - Hybrid (Sudbury)**

**Your Responsibilities Include**:
Customer Support
- Provide first level customer support to both internal and external clients using Contact North | Contact Nord’s information technology platforms, systems and services
- Use active listening skills, probing and troubleshooting techniques to successfully resolve technical support issues over the phone and via web tools with clients who often have a very basic computer knowledge
- Identify issues requiring Tier 2 support and escalate when appropriate
- Provide appropriate follow-up, documentation (ticketing system) and responses to clients

Systems Maintenance
- Work as part of a team of specialists, where team members work collaboratively and autonomously to ensure all Contact North | Contact Nord platforms, systems and services operate optimally and without unscheduled interruption
- Create user accounts, test, install and configure equipment and software, perform required maintenance and updates to systems and software
- Monitor systems, identify service interruptions and alert appropriate staff in a timely manner
- Function as a proactive member of a self-managing team

**Requirements**:

- Post-Secondary diploma in information technology, computer science, networking, electronics, and/or telecommunications would be considered an asset.
- 1-2 years’ experience providing technical support to internal and external clients on systems, platforms, software and devices
- Fully bilingual, with an equally high standard of verbal communication and business writing skills in both English and French is required
- Working knowledge of computer software, such as configuration management software, desktop communications software, operating system software and internet directory service software
- Working knowledge of Windows 10, Apple and open-source operating systems
- Working knowledge of Microsoft 365 (Exchange, Word, PowerPoint and Excel)
- Analytical, problem solving and organizational skills, with demonstrated ability to diffuse problematic situations and provide a positive client experience
- Proven ability to work with mínimal supervision, as part of a self-managing team and excise sound judgement and diplomacy when dealing with clients
- Valid, class G driver’s license

**Why Choose Contact North I Contact Nord as Your Employer?**
- We value your skills and expertise, focusing on what you can contribute rather than just your credentials.
- Opportunity to work in a close-knit, supportive and flexible team environment that helps you to develop your skills and gain meaningful experience
- Starting wage of $21.68 per hour with progressive annual increases
- We provide a comprehensive employee benefits package and a matching RRSP contribution plan.
- 15 days of accumulated paid vacation annually.
- 35 hours per week, Monday to Friday between the hours of 8:00 a.m. and 10:30 p.m.
- The satisfaction of doing meaningful work and helping people across Ontario get the education and training they need

**How to Apply**

This position is open until filled.

**Salary**: From $21.68 per hour

**Benefits**:

- Dental care
- Disability insurance
- Employee assistance program
- Extended health care
- Life insurance
- Paid time off
- RRSP match
- Vision care
- Work from home

Application question(s):

- Fully bilingual, with an equally high standard of verbal communication and

business writing skills in both English and French is required. Do you meet this requirement?

Work Location: In person

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