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Job Name:	Bilingual (F/E) Level 1-2 Support Technician
Type:	Full Time
Salary:	$52,000.00 - $54,000.00
Location:	Toronto, Ontario
Description:	Job Description Summary: Reporting to the Service Desk Manager provides level I & II user support with prompt and efficient technical and logistical desktop knowledge in order to maintain superior client satisfaction. Key Responsibilities Own and manage level 1 & 2 incidents and requests in the Service Desk system making sure all SLA's are met ; Log, respond and document all incoming incidents and requests from users. Ensure proper follow up with users Resolve user issues to their entire satisfaction based on pre-defined service levels. Provide desktop, application, and network end-user support services for all users up to the highest level according to established procedures; Install and configure hardware and software according to established procedures. Diagnose and troubleshoot different workstations, printers/MFP, blackberry and video-conference incidents Ensures workstations and peripherals are operational and optimally used. Participate to maintain corporate IT inventories Document, analyze and continually improve procedures, problems and their resolution Participate in different projects; Establish, build and maintain user relationships; Answer level 1 phone calls when necessary. KNOWLEDGE AND SKILLS REQUIRED § Bilingual in English and French is a requirement. § College Diploma in computer science and a minimum of 2 to 4 years of helpdesk experience and/or desktop experience; § Very good knowledge of Microsoft Windows, Microsoft Office Suite and office automation tools, desktop and laptop computers, Videoconference, network infrastructure (LAN/WAN, TCP/IP Protocol, routers and switches) and printer/MFP. § Good knowledge of configuring and supporting Blackberry’s; § Keen sense of organization, ability to meet tight deadlines and work under pressure, sense of urgency and an excellent customer service; § Very good ability to manage time and priorities; § Ability to acquire new skills and learn about technologies used to meet company’s needs; § Willingness to work outside usual office hours; Knowledge of ITIL best practices, J.D. Edwards and Citrix environment would be assets.
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