Tier 2 Technical Support Specialist

17 hours ago

Canada WCG Services Full time

**Program**: IT

**Location**:Canada - Remote

Like WCG, you believe in the power of work to transform lives. As the **Tier 2 Technical Support Specialist - Bilingual**, you’ll be responsible to provide support for various WCG departments and programs as the all-around, front-line information and Help resource.

**What you’ll do**:

- Handle Tier 1 help desk escalations through tickets or phone
- Follow up on outstanding requests and ensure timely resolution
- Troubleshoot device issues including (printers, laptops, desktops, VOIP phones, cellphones)
- Manage user accounts and configure hardware as part of onboarding process
- Assist Clients with connectivity issues - ethernet, TCP/IP and VPN
- Support and configure mobile phone devices for staff
- Keep peers and manager informed of trends, significant problems, unexpected delays
- Analyze and resolve problems according to priorities and time frames laid out in the Service user guide, escalating when necessary

**What you bring**:

- Minimum of two years’ experience with computer networks, hardware and software configuration, installation, and troubleshooting
- Strong knowledge of Windows 10 operating systems and MS Office 365 Suite
- Strong technical knowledge in the areas of networking, file and print servers, MS Exchange and Active Directory, Azure AD
- Methodical and efficient problem analysis and resolution skills
- Strong customer service and experience in first line technical support
- Excellent communication (oral and written), and interpersonal skills
- Service awareness of all organizations key IT services for which support is being provided
- Self-motivated, ambitious and a dedicated team player
- Ability to work outside business hours as needed
- Solid understanding of confidentiality and other professional codes of conduct; must submit for a criminal record check and enhanced security clearance
- In-depth knowledge of a wide range of software and hardware products
- Bilingual French/English is mandatory for this role

**What we offer**:

- Competitive salary
- Comprehensive and flexible health and dental benefits
- Ongoing learning and development opportunities
- Generous time off policy to encourage work/life balance
- A diverse and inclusive workplace with a track record of high employee engagement and teamwork

For complete job requirements, see the full Job Description **HERE**.

WCG is an equal opportunity employer and is committed to providing an accessible, barrier free recruitment and selection process. If contacted for an employment opportunity, please advise us if you require accommodation in advance of any part of the recruitment and selection process.

WCGCAN2

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