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Technical Support Specialist

3 months ago

Mississauga, Ontario, Canada CB Canada Full time

Technical Support Specialist - Bilingual

CB Canada is seeking a dedicated Technical Support Specialist who is fluent in both English and French to provide exceptional IT assistance.

Role Overview

  • Deliver remote technical support for all inquiries and incidents across various locations in a dynamic, 24/7 environment through standard communication channels.
  • Accountable for resolving incidents and fulfilling requests within established service level agreements (SLAs).
  • Ensure high-quality customer service by addressing technical issues promptly and efficiently.
  • Implement the Incident Management Process, including the creation, management, and resolution of incidents in the IT Service Management (ITSM) system.
  • Maintain clear communication with team members, keeping them informed about the status of their requests and incidents.
  • Follow established communication protocols during significant incidents to ensure effective information dissemination.
  • Guarantee that all incidents and requests adhere to quality standards.
  • Document knowledge-sharing opportunities and maintain 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 in Service Centre support.
  • Engage in continuous improvement initiatives to enhance departmental efficiency.

Essential Qualifications

  • Post-secondary education in a technology-related field.
  • Availability to work between 20 to 40 hours weekly, based on operational needs.
  • 1-2 years of experience in an IT-related role.
  • Bilingual proficiency in French and English is mandatory.
  • Familiarity with troubleshooting methodologies and resolution techniques.
  • Ability to create and interpret technical documentation effectively.
  • Self-motivated with a proactive approach to work.
  • Quick learner with the ability to grasp new concepts.
  • Strong analytical and problem-solving skills.
  • Capacity to prioritize tasks effectively and meet high customer service expectations.
  • Excellent verbal and written communication skills.
  • Able to work independently while being a collaborative team member.
  • Comprehensive knowledge of the Microsoft Desktop Technology stack.