Technical Support Analyst (Bilingual)

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

This is a permanent position located in downtown Montreal, ON with an annual salary of $65,000.00 plus benefits and bonus.