Bilingual Deskside Support Analyst

THE ROLE:  Bilingual Technical Support Analyst (Deskside Support)

Hybrid (Mississauga) – Permanent contract (with medical and dental benefits)  

If you are truly passionate about customer experience and love to go above and beyond to ensure your end users are happy with the service you offer, please read on

We are seeking a dynamic (Bilingual) individual who will be responsible for the ongoing WHITEGLOVE support of local and remote users. The position involves identifying and troubleshooting problems to best assist users in a Corporate Enterprise environment.  The incumbent must coordinate with team members to find solutions and be a resourceful and enthusiastic team player. 

WHAT YOU WILL DO IN A DAY

Working collaboratively with staff and clients, your job duties and responsibilities will include:

• Act as a point of contact for all offered IT Services, such as application, hardware, PC and mobile related IT service requests and support
• Analyze, diagnose and resolve technical issues in an efficient and effective manner leveraging available tools (SMS, remote support utilities, knowledge base and other sources of documentation)
• Provide IT Service and Support of hardware (laptops, printers, etc) and software (Windows, MS Office365, and internal applications)
• Deliver in-person and remote/video desktop support to customers
• Setup laptops with corporate provided image, and configure the user profile which includes the installation of appropriate software, peripherals etc.
• Transfer and escalate incidents and requests to the appropriate 3rd level support resources, following up with ticket assignees to ensure effective resolution in a timely manner
• Record, categorize, and log Incidents and Requests for service using the IT Service Management tool
• Actively seek opportunities for service improvement, recognizing the needs and expectations of our clients
• Provide knowledge transfer and mentoring of other team members when required
• Act as a Subject Matter Expert for specific technologies, services and processes

WHAT YOU BRING TO THE TABLE:

• University Degree or College Diploma in a computer related field or equivalent work experience
• 1-2+ years' experience in providing customer support with a high level of professionalism 
• ITIL Foundations certification an asset
• Microsoft certifications an asset
• Strong client/end user computing experience e.g. desktops, laptops, printers, mobile devices (iPad/iPhone/Android), multifunction devices, etc.
• Solid skills in supporting common end user applications including Microsoft Office suite, Skype for Business, Windows 10, etc.
• Ability to ramp up quickly in learning how to support proprietary applications
• Strong triaging and troubleshooting skills with focus on root cause analysis
• Experience with tools and technologies such as SCCM, remote support utilities, Active Directory
• Knowledge of networking technologies such as TCP/IP, and wireless
• Experience with common IT Service Management tools
• Strong verbal and written communications; must be able to communicate with individuals with all levels of technical and non-technical skills
• Must work well under pressure and be able to respond quickly to shifting priorities
• Works well independently and as part of a team

Poly Tech Talent Inc. is committed to accommodating the individual needs of job candidates, in accordance with the Accessibility for Ontarians with Disabilities Act (AODA), within our recruitment processes and skills testing practices. Job candidates are asked to contact us if you require any accommodations to ensure your equal participation in recruitment and job selection processes.