Bilingual Technical Support Analyst
3 weeks ago
Position Overview
Live Assets | IT Staffing Solutions is seeking a Bilingual Technical Support Analyst to enhance our client's IT Infrastructure and Operations division.
Primary Responsibilities
- Deliver post-implementation assistance and ongoing resolutions related to the switch remediation initiative, serving as Tier 3 support for Tier 1 and 2 Helpdesk personnel.
- Function as an escalation point for Tier 1 and 2 support staff.
- Revise job aids and standard operating procedures for Helpdesk teams.
- Acquire knowledge and support the company's standard practice management clinic software at an advanced level.
- Configure and set up new systems and IT networking equipment (e.g., access points, network switches).
- Assist end users in troubleshooting connectivity issues.
- Collaborate with Server Cloud & Network engineers to comprehend their implementations and document their procedures.
- Provide Early Life Support (ELS) following project-specific implementations.
- Execute changes in Cisco Meraki firewalls, Ubiquiti switches and access points, IoT devices, and veterinary-specific technology.
- Utilize Microsoft 365 for project communications and file management.
- Offer continuous network support and troubleshoot residual IT challenges.
Required Qualifications
- Proficiency in both English and French is essential.
- Comprehensive knowledge of Microsoft Windows operating systems and MS Office 365, Active Directory, Azure, and Intune.
- Strong understanding of network topologies and protocols.
- Experience with Layer-2 and Layer-3 networking technologies (e.g., VLAN, STP, Wi-Fi, 802.1x).
- Familiarity with remote management tools and techniques.
- Knowledge and administration experience with the Microsoft Windows Server platform.
- Experience with Zendesk or similar ticketing systems.
- Background in customer service, technical support, and IT field assistance.
- Ability to collaborate with various internal stakeholders across different divisions.
- Relevant certifications such as CCNA/CCNP, Cisco Meraki Solutions Specialist, or Microsoft Certified Azure Network Engineer Associate are preferred.
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