Job Description
Bilingual (F/E) Technical Support AnalystThe Bilingual (F/E) Technical Support Analyst is responsible for providing technical support via phone or email to service clients for their IT issues. Assists with the training of Bilingual (F/E) Technical Support Analysts and provides technical guidance.Work ExperienceBilingual (English/French) is a MUSTto be considered5-8 years experience in technology support roles.4-5 years experience working in a help desk environment is preferred.Ability to effectively translate technical information and procedures to end-users at an advanced level.Troubleshooting and analytical skills at a more advanced level with capacity to accurately identify and assess problems before providing accurate solutions.Dedicated to providing quality customer support to consistently meet customer expectations by providing service beyond expectation.Excellent bilingual communication, both written and verbal, interpersonal skills with ability to listen effectively, respond appropriately, and maintain mutual comfort level while relating to a diverse group of individuals.Ability to remain productive within time-sensitive and fast-paced environment.Service and detail oriented.Extensive knowledge supporting all Windows Clients, MS Office Products, Outlook, Citrix, and cloud infrastructure such as Hyper-V and VMwareExcellent knowledge of computer hardware.Knowledge of TCP/IP, Ethernet.Experience with configuring computers and mobile devices.Ability to assist with training of helpdesk analysts.Assist helpdesk analysts with more complex issues.Demonstrate experience with Microsoft office productsDemonstrate willingness and ability to increase skill set and willingness to take on additional tasks and responsibilitiesAptitude for technologyKnowledge of ITIL best practices is an assetKey Responsibilities:Liaise between departments in the organizationFacilitate conference calls between clients and manufacture (i.e. power outage).Provide technical IT related phone support to a diverse group of clients.Diagnose and resolve problems and issues at a more advanced level.Assist with training of Help Desk Analysts.Provide suggestions for improving helpdesk operations and assisting with documentation.Log all calls to the Help Desk maintaining complete documentation of problem cause, impact, and resolution.Prioritize problems, escalate high priority requests.Develop an understanding of the client’s environment and maintain technical knowledgeFollow-up with clients to ensure resolution is complete and timelyDispatch technical service regarding hardware problemsDevelop complex and broad scope of services including remote support and outsourcing companies.Provide spares to clients.Provide backup to Technical Support Manager Help Desk during vacation coverage.EducationUniversity degree or college diploma in a Technical Program or related field.A+ certifications.Vendor certification such as IBM/HP.This is a permanent position located in Toronto, ON with an annual salary of $56,000.00 per annum.