Bilingual Desktop Support

**ABOUT US**

The key to our success is progressive thinking, detailed/ methodical planning and flawless execution by passionate people across our organization. We strive to foster a balanced and flexible culture that benefits both our customers and employees.

**OUR VALUES**:

- High Standards
- Passionate
- Committed
- Exciting and Fun
- Supportive
- Customer Oriented

**WHAT WE OFFER**

In addition to a competitive compensation program and employer-paid benefits, we are conducting a 2-year test pilot on:

- Possibility of work-from-home arrangements, depending on the position
- A 32-hour flexible work week
- Casual dress code

**ABOUT THE ROLE**

This role provides Tier 1 and Tier 2 bilingual (English/French) technical support to corporate office and store technology users for support assistance. This role is responsible for providing any required maintenance to ensure that systems are running in optimum performance.

**Duties and Responsibilities**

**Project/Task Management**
- Use Help Desk ticketing system to ensure the root cause of each issue is resolved and to identify issue trends for resolution.
- Ensure all processes and procedures are documented and updated, as required.
- Receive and process all store orders using the ERP system according to published schedules including liaisons with stores, order department and warehouse to resolve any issues.
- Work with POS vendor to ensure the ongoing transmission of sale information from stores.
- Organize external vendor support for desktop and laptop computers.
- Assist in the installation and implementation of new technology at corporate office and stores.
- Assist in maintaining IT equipment and supply inventories to ensure critical parts and supplies are in place to maintain systems with limited downtime.
- Proactively monitors the infrastructure for possible issues and takes necessary action to prevent an outage.
- Effectively preform all IT onboarding and offboarding tasks with the appropriate equipment and document updates.
- Ensure that company assets are maintained responsibly and are disposed of in accordance with company policy.
- Serves as Subject Matter Expert (SME) for IT desktop support.
- Participate in the annual IT budget planning process.
- Other tasks and responsibilities as may be required inline with the growth and development of the organization and the position.

**Communication**
- Communicate and resolve issues in English and/or French as required by the customer or the situation. Excellent customer service skills are required.
- Establish and maintain a professional working rapport with all levels of technology users including but not limited to, franchisees, vendors and management to effectively provide timely problem resolution, follow up, and status updates.
- Ensure ongoing communication with internal and external partners regarding status updates and any outstanding issues.
- Ensures workarounds and permanent fixes are documented and communicated to colleagues.
- Communicates any Severity 1 outages to management, as required.

**Process Improvement**
- Develop and maintain a working knowledge of Company technology to assist in problem resolution and make recommendations for improvement to senior management.

**Problem Solving**
- Document problems with resolution actions and required information in the Help Desk ticket tracking system.
- Escalates Tier 3 issues to System Administrators for support when the issue exceeds their skill set.
- Performs diagnostic testing and analyzes test results in order to resolve the issue.
- Troubleshoot and resolve trouble tickets related to technical difficulties with hardware, software, and the network while placing service calls with the appropriate maintenance vendors when necessary.
- Triage Tier 3 trouble tickets.
- Troubleshoot and resolve technical issues relating to hardware, software and network or escalate, as required.

**Customer Focus**
- Provide excellent customer service to both internal and external customers regarding technology issues.
- Follow up with internal and external customers regarding any outstanding issues.

**Teamwork**
- Collaborate with development staff to recreate issues in the test environment.
- Promotes and works to maintain workplace wellness, health and safety, through active compliance with all workplace health and safety policies and procedures.
- Any other duties as required.

**Education & Skills**
- 3 - 5 years' experience working with enterprise antivirus software
- 3 - 5 years' experience building computers from components
- 3 - 5 years' experience working with multi-function Printers and performing maintenance tasks
- Intermediate knowledge of Microsoft Office Suite
- 3 - 5 years' experience working in professional environment
- 3 - 5 years' experience working under pressure, multi-tasking in a deadline-driven environment
- Ability and initiative to learn about new technologies, hardware and software products
- Fluent in French both written