Bilingual Tier 1 Support Analyst

6 months ago

Montréal, Canada Symcor Inc. Full time

About Symcor

Symcor enables secure data exchanges and supporting business processes, to help clients succeed in an evolving digital world. Trusted by Canada's largest institutions for over 25 years to support their digital transformations, Symcor aligns industry participants to solve common challenges in the most effective and efficient way. Our goal is for every employee to feel valued and accepted as part of the team and connected to Symcor and our values, fostering a sense of belonging. Symcor is an equal opportunity employer and is committed to providing an accessible recruitment process. If you need accommodation for the interview process, just let us know
youbelonghere

**The Opportunity**:
The Support Analyst Tier 1 is responsible for providing service desk support for internal and external Symcor customers enterprise wide. Gives a lot of exposure to brand new and emerging offerings and working directly with clients on new and exciting services.
This will require someone comfortable with Evening and Night shifts, Monday to Friday.
This is a primarily remote role with the ability to go into the office as required for organization wide and team events.
About The Role
- Ensure incidents are resolved and closed promptly and satisfactorily to Client’s expectations while keeping affected Incident Reporter informed about progress at all times.
- Handle all internal/external requests and inquires listening, ask clarifying questions, relating empathetically and responding in a professional manner
- Act as the single point of contact for end-users' incidents and requests providing an interface for other ITSM processes.
- Open problem records for incidents where the root cause has not been determined
- Ownership of Severity 2 and 3 incident records (IR) and service request (SR) using proprietary support tools throughout the lifecycle. This includes opening, categorizing, assigning, monitoring, updating, investigating, resolving and closing IRs and SRs.
- Create and execute notifications to Clients throughout the Incident Record lifecycle following the EIM Notification Matrix.
- Update Knowledge Base Repository (KBR)

What You Need To Succeed

**Education**:

- Highschool Diploma required or Bachelor’s degree in Computer Science or a related field

**Experience**:

- 1-2 years’ experience with help desk, technical support or similar role

**Skills**:

- Bilingual (French and English) required
- Proven analytical and problem solving skills
- Customer support skills
- Knowledge of desktop architecture and operating systems
- Ability to use and manipulate Microsoft Office tools
- Knowledge network hardware, software and server administration and support
- Information Security practices and techniques
- Knowledge of ITIL best practices

What’s In It For You

At Symcor, we define our success by what we help others achieve. We were created to support our clients and, through our products, services, and solutions, protect and strengthen their brands. We care about each other, reaching our potential, making a difference to our communities, and achieving success that is mutual.
- A comprehensive Total Rewards Program that includes a competitive compensation package, flexible benefits and time away options, retirement and savings plans and a commitment to your overall health and well-being through our myWell-being program.
- Leaders who support your development through coaching and managing opportunities.
- Ability to make a difference and lasting impact.
- Opportunities to do challenging work and progressively take on greater accountabilities for growth.
- We foster an inclusive atmosphere of One Symcor with our philosophy of +1 Unique You®, we harness each employee’s uniqueness, different skills, backgrounds, and perspectives to contribute to mutual success. It is the diversity of our people and the inclusive environment that has been and will always be key to Symcor’s success.

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