Bilingual (F/E) Technical Support Analyst

We are currently looking for a Bilingual Technical Support Analyst to support our client’s internal users with technical problems including desktop/operating systems, hardware, software, voice, mobile devices and connectivity.

Responsibilities

• Respond to incoming phone calls and provide a high level of customer service by resolving technical issues through troubleshooting client configuration settings, internet connection/security settings, firewall rules, and network security applications (Active Directory).
• Respond to technical inquiries sent via email to their ticketing system.
• Log all incoming and outgoing correspondence in the ticket database.
• Escalate unresolved issues to the appropriate level response group to ensure customers receive accurate and timely resolution to their issues.
• Initiate Severity 1 procedures through accurate diagnosis of technical issues.
• Meet all assigned service levels for call quality, call log quality/completeness, and call logging percentage
• Provide analytical and testing support for Ricoh business units including IT, Finance and Customer Service
• Miscellaneous project work as required

Education:

• University degree or Community College education
• Industry recognized Education Diplomas and Professional designations – A+, Net+, MCSE, A+, would be definite assets.

Experience:

• 1-2 years of customer service and/or support desk responsibilities
• Experience with PC software (i.e.: Windows 7, MS Office, Lotus Notes, Adobe Acrobat and Internet Explorer)

Knowledge:

• Familiarity with TCP/IP applications, client server concepts, and software installation
• Knowledge of internet connectivity (i.e., VPN)
• Minimum of one year of PC support

Skills:

• Excellent interpersonal skills, ability to deal effectively with a wide array of customers
• Must be fluently bilingual (written and verbal) in both French and English.
• Excellent problem solving skills, ability to identify operational problems, recommend optimum solutions, follow through to resolution
• Strong organizational skills with a demonstrated ability to identify and set priorities to meet the demands of a dynamic work environment
• Strong PC skills including supported Windows environments

This is a contract to perm role located in Mississauga, ON with an annual salary of $50,000.00.  We are only considering bilingual – French/English – candidates for this role.