Technical Support Agents

1 week ago

Toronto, Canada Raise Full time

**Project Description**

CBC/Radio-Canada is looking for a team of IT agents who will be responsible for the migration of mobile devices as part of the UEM - Unified Endpoint Management project. Under the direction of the Project Coordinator, you will be responsible for meeting with users and assisting them in the process of migrating their corporate iOS and Android devices from Google Endpoint Manager to Microsoft Intune. You will assist users in several steps of their device migration; data backup, OS update, Intune enrollment and configuration of corporate mobile tools. You may be required to deal with new issues related to the migration and must be able to analyze device and software issues to ensure the transition. You may also be required to help support users in multiple areas of CBC/Radio-Canada by working with the 1st level support teams in Montreal or Toronto.

**Activities**
- The technical support agent is responsible for the following components:

- Assist users in backing up and restoring corporate data on iOS and Android;
- Configure Google and Microsoft enterprise tools on mobile devices;
- Update OS of computers and mobile devices of employees;
- Prepare new computers or mobile devices;
- Provide level 1 support to users for software, hardware, multimedia, and network issues, escalating to level 2 support as needed;
- Follow up on requests and incidents;
- Clarify and validate customer needs;
- Propose different solutions to complex needs;
- Create and update documentation for the team;
- Identify problematic situations;
- Follow established work processes;
- Any other task related to the scope of the project.

**Service Requirements - Qualifications**

To fulfill this role, the technical support agent must have the following qualifications:

- College diploma in computer science or a D.E.P. in computer support;
- Two (2) or more years of experience providing computer support to users over the phone and on-site;
- Proficiency in Microsoft, Google and Apple environments;
- Proficiency with iOS and Android mobile device operating systems;
- Knowledge of common diagnostic and antivirus/anti-spyware software;
- Knowledge of physical installation and configuration and installation of computer and mobile device operating systems is required;
- Knowledge of technology problem diagnostics is required;
- Knowledge of ITIL prescribed support processes;
- Knowledge of Apple ABM and Samsung Knox is an asset;
- Good communication and outreach skills with users;
- Fluency in French essential for Montreal.
- Fluency in English essential for Toronto.

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