Technical Support Analyst (Bilingual)
The Technical Support Analyst (Bilingual) resolves technical issues with a timely response to telephone calls, email requests as well as provides desk side support.
Responsibilities
- Provide technical assistance and support for incoming service requests related to computer systems, hardware, software, remote access and mobile devices.
- Monitor service desk phone and ticket management queues. Resolve and respond to all requests in a professional, confident, and courteous manner.
- Liaise with respective personnel to provide onsite and remote event and AV boardroom support.
- Document support requests using Service Now
- Adhere to Incident, Problem and Change Management processes escalating to manager and/or technical IT Service Owner when additional support is required.
- Supports IT Service Owners team with remote, hands-on troubleshooting and support for local IT systems and services.
- Participate in weekly rotating schedule for on-call support outside of regular business hours.
- Identify trends in issue reporting and collaborate to develop preventative solutions.
- Maintain the IT Knowledge Base to document problems, solutions and workarounds.
Qualifications
- Fluency in both French and English
- 3 years of experience as a technical support analyst
- Prior experience supporting and troubleshooting Microsoft Windows 10, Microsoft Office Suite Products
- Mobile devices (Android, Apple) support
- Working knowledge in Microsoft Windows Server and Active Directory
- Experience supporting hardware and software applications
- Strong communication skills
- Strong service disposition
This is a permanent position located in downtown Montreal, ON with an annual salary of $65,000.00 plus benefits and bonus.