Bilingual Technical Support Specialist

2 weeks ago

Gatineau, Canada Innovatia Inc. Full time

Innovatia Technical Services Inc. (ITSI), a wholly owned subsidiary of Innovatia Inc., is an industry-leading technology outsourcing support provider with expertise in the telecommunications industry. Operating for over 20 years, we specialize in workflow and knowledge processes, as well as technical support, helpdesk and multilingual support services. With over 300 professional experts across the globe, we service some of the worlds’ most successful Fortune 500 and Fortune 1000 companies.
- **Location: On-site in Gatineau, QC**_

**Responsibilities**
- Network and system monitoring and management, recording and resolving customer issues in a timely manner utilizing the provided software tool sets
- Diagnoses and identification of system faults and root-cause, enabling quick and controlled recovery of services
- Following SOP/SLA guidelines, providing the escalation of Critical Incidents to Operations Management to facilitate governmental reporting requirements

**Qualifications**
- Bilingual in English and French, with strong verbal and written communication skills in both languages
- 1-3 years of related work experience in an operation’s center environment
- Technical troubleshooting experience in network or software environments
- _Preferred Certifications:_
- CompTIA Network + / Cisco CCENT
- CompTIA Linux+
- VCA: VMware Certified Associate
- CompTIA Server + / MCSA: Microsoft Certified Solutions Associate
- Any Microsoft Azure Fundamentals Certification
- _Beneficial Certifications:_
- VCP: VMware Certified Professional VMware Certified Associate Workforce Mobility
- CCNA: Cisco Certified Network Associate
- Network protocol monitoring or support in: VPN, MPLS, BGP, VOIP, SIP
- Experience administering Microsoft CRM, Antivirus, and Backup solutions
- Network Monitoring experience using Nagios, ScienceLogic, Solarwinds, Federos, Zabbix, PagerDuty, or other dashboard monitoring solution
- Experience using ServiceNow, Remedy, or other ITSM platform
- ITIL Certification to foundation level an asset
- Must be able to work a 24/7 rotating shift
- Must be able to work overtime as required

**Benefits at Innovatia**
- Assistance with relocation expenses, if required
- Comprehensive medical and dental insurance with employer paid premiums and immediate eligibility for coverage
- Life insurance & long-term disability coverage
- Employee Assistance Program (EAP) with 24/7 access
- Robust reward & recognition programs
- Company matching RRSP program
- Company incentive programs offered
- Paid vacation and holidays
- Focus on work/life balance
- Innovatia is an equal opportunity employer._
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Le Spécialiste du Support Technique CNO devra fournir des services de support technique aux premiers intervenants et aux agences de centre de commandement comme décrit dans les procedures d’opérations standard CNO se concentrant sur la réseautique, les infrastructures de systèmes, logiciels, dépannage et procedures de recuperation.

**Les résponsibilités de l’emploi inclus mais ne sont pas limitées à**:

- Surveillance et gérance de serveurs et systèmes résautique, enregistrer et résoudre les problèmes des clients dans un temps adéquat en utilisant les logiciels disponibles.
- Diagnostiquer et identifier les causes premières de bris de systèmes à fin de résoudre le problèmes de façon rapide et controllée.
- Suivre les procédures d’opération standard et les accords de niveau de service afin de fournir les escalades d’évènements critiques à la gestion d’opérations pour faciliter les exigences de rapport du gouvernement.

**Qualifications**:

- Expérience de 1 à 3 ans dans un centre d’opérations similaire.
- Expérience en dépannage technique de réseautique et logiciels.
- Certifications recherchées:CompTIA Résautique+ / Cisco CCENT

CompTIA Linux+
VCA: Associé VMware certifé
CompTIA Serveur+ / MCSA: Associé aux solutions Microsoft certifié
Certification Microsoft Azure quelconque.
- Certifications bénificiaire:VCP: Professionnel VMWare certifié / Associé VMware certifé - Mobilité de la main-d’oeuvre

CCNA: Associé de la résautique Cisco certifié
Certification foundation d’ITIL
- Surveillance et support de protocols résautiques: VPN, MPLS, BGP, VOIP, SIP
- Expérience d’administration d’anti-virus, systéme/logiciel de sauvegarde et système de gestion de la relation clients de Microsoft.
- Expérience avec logiciels de surveillance réseautique tel que Nagios, ScienceLogic, Solardwinds, Federos, Zabbix, PagerDuty ou autres.
- Expérience avec ServiceNow, Remedy ou autres platformes de gestions des services informatiques.
- Bilingues en Anglais et Français avec de bonne capacités verbales et écrites.
- Capacité de travailler dans un environnement 24/7 avec quarts de travail rotatifs.
- Capacité de faire des heures supplément

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