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.

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