Technical Support Analyst

Putting people first, every day

BDO is a firm built on a foundation of positive relationships with our people and our clients. Each day, our professionals provide exceptional service, helping clients with advice and insight they can trust. In turn, we offer an award-winning environment that fosters a with a high priority on your personal and professional growth.

Your Opportunity

Our Montreal office is looking for a Technical Support Analyst, to join the IT team and own the following responsibilities.

• Work as part of the End User Services team, providing a range of IT support services to internal customers within the Quebec region and across Canada.

• Set up desktops and laptops with Firm provided image, and configure the user profile which includes the installation of appropriate software, peripherals, etc.

• Provide support for hardware (laptops, printers, scanners), software (MS Office 365 and internal applications), etc.

• Deliver in-person, service desk queue, and remote desktop support to customers.

• Maintain supported computer inventory of hardware in the Asset Management Database.

• Utilize effective communication and listening skills with customers and colleagues to troubleshoot technology issues.

• Ability to prioritize tasks, and work in a fast-paced customer service environment.

• Understanding of networks and servers, previous exposure to a Windows network environment.

• Participate in IT projects when needed.

• Knowledge of iPhone, and Android devices.

• Position requires the ability to perform light to moderate lifting up to 50lbs.

How do we define success for your role?

• You demonstrate BDO's core values through all aspect of your work: Integrity, Respect and Collaboration.

• You understand your client’s industry, challenges, and opportunities; client describe you as positive, professional, and delivering high-quality work.

• You identify, recommend, and are focused on effective service delivery to your clients.

• You share in an inclusive and engaging work environment that develops, retains & attracts talent.

• You actively participate in the adoption of digital tools and strategies to drive an innovative workplace.

• You grow your expertise through learning and professional development.

Your experience and education:

• Bilingualism (French and English), Written and Spoken

• Due to frequent communications and interactions by email and phone with English-speaking clients in Quebec and outside of Quebec, proficiency in spoken and written English is required for this position.

• You have a minimum 2-3 years of experience in a similar end user services support role (Level 2).

• You have relevant certifications such as CompTIA A+, Network+, MCP, MCDST.

• Excellent communication and customer service skills to explain technical information clearly to non-technical users.

• Maintain detailed documentation of issues, resolutions, and system configurations.

• You have hands-on involvement managing user accounts within Active Directory.

• You have working knowledge of Microsoft Authenticator.

• Experience in addressing support tickets/requests in a queue environment (Service Now).

• Strong problem-solving and analytical skills to diagnose and resolve technical issues.

• You have strong working knowledge of the MS Office 365 + CoPilot, Outlook, and Windows 11.

• You have familiarity with Microsoft Teams platform.

• You have exposure to imaging software, and software deployment systems.

• You can learn new technology quickly with minimal supervision.