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Technical Support Specialist

3 months ago

Mississauga, Ontario, Canada CB Canada Full time

Technical Support Specialist - Bilingual

On behalf of CB Canada, we are seeking a Technical Support Specialist who is proficient in both English and French.

Technical Support Specialist - Bilingual – Job Overview

  • Deliver remote IT assistance for all inquiries and incidents across various locations in a dynamic, 24/7 environment through standard communication channels.
  • Accountable for resolving all reported issues and fulfilling requests within established service level agreements.
  • Provide outstanding customer service through effective technical support in a prompt and efficient manner.
  • Implement the Incident Management Process, which includes creating, managing, and resolving incidents using the IT Service Management tool.
  • Maintain communication with staff to keep them informed about the status of their inquiries and requests.
  • Follow the communication protocol during significant, critical, and high-priority incidents.
  • Ensure that all reported issues and requests adhere to quality standards.
  • Document knowledge opportunities for the department and ensure the accuracy of the knowledge base.
  • Foster strong relationships with support teams and vendors to ensure the completion of Service Centre deliverables.
  • Stay updated on technological advancements and changes to Service Centre support.
  • Engage in analyzing, determining, and implementing enhancements that improve departmental efficiencies.

Technical Support Specialist - Bilingual – Required Qualifications

  • Post-Secondary Degree or Diploma in a technology-related field.
  • Availability to work between 20 to 40 hours a week, depending on operational needs.
  • 1-2 years of experience in an Information Technology role.
  • Bilingual proficiency in French and English is essential.
  • Familiarity with troubleshooting principles, methodologies, and resolution techniques.
  • Ability to create and interpret technical documentation.
  • Self-motivated and capable of working independently.
  • Quick learner with the ability to grasp new concepts.
  • Strong analytical and problem-solving skills.
  • Ability to prioritize and execute tasks effectively.
  • Commitment to high customer service standards.
  • Excellent communication skills, both verbal and written.
  • Ability to work independently while being part of a team.
  • Comprehensive knowledge of the Microsoft Desktop Technology stack.