Onico Solutions

Exceptional IT Staffing

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.


  • 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


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


  • 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)


  • 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


  • 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.