Bilingual Service Desk Technician

4 days ago


SaintLaurent, Canada Aversan Full time

**Location**: St. Laurent, QC

**Job Type**:On-site

**Responsibilities**:

- Maintain responsibility for accurately managing, troubleshooting and performing computer related support processes, ensuring that IS/IT provided tools and systems run smoothly.
- Maintain the end-user working environments, that include: Workstations (desktop & laptops), Printers, Video conference equipment, Cellphones, VOIP desk phones and other peripherals.
- Proficiently use of a ticketing system (specifically ServiceNow), to log all calls/walkups/IM’s or any other contact with end users that require their time and support.
- Taking incoming calls during standard business hours and be in rotation for the on-call after-hours.
- Document all end-user interactions in ticketing system, providing detailed information and escalating when appropriate. Closely monitor queue for incoming tickets and route or escalate requests to appropriate functional teams as needed.
- Contribute to maintaining the technician and end user knowledge base and participate in required training and improvement programs.
- Maintain a clean and organized IT workspace, following Lean processes implemented onsite.

**Basic Qualifications**:

- Strong Proficiency in both written and spoken English and French, with fluency in professional contexts.
- Bachelor’s Degree in Information Technology with a minimum of 1 to 4+ years of relevant experience, or an equivalent combination of education and experience.
- Formal Windows class-room training and certifications in Microsoft technologies with a basic understanding of IT enterprise infrastructure such as networks, systems, telephony and storage and the interrelationships between the components.
- PC hardware troubleshooting and repair skills required.
- Knowledge of DNS, FTP, SMTP, TCP/IP, LDAP, VPN, and remote access tools.
- Proficient with Windows Win10/11 operating systems and Microsoft Office.
- A minimum of 1-2 years’ experience using ServiceNow ticketing system.
- A minimum of 1-2 years of service desk operation experience in Windows technologies.
- Experience working in an agile operations model.
- Experience working in a Microsoft 365 work environment (MS Teams, SharePoint, Exchange Online).
- One Microsoft desktop certification such as MCSE, MCSA, MTA highly desired.
- ITIL certification is good to have.



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