Bilingual POS Support Specialist

Provide second level technical support to customers in the retail industry for high-end hardware and software as well as software deployment support at the desktop, laptop, printer, network and OS level.

Support and train Field Technicians for client hardware and software. Advise, consult and train end-users on in-store IT equipment including POS systems.

Responsibilities and Duties : Provide responsive, timely support to all escalated end-user questions and support requests from Field Service Technicians in both French and EnglishAct as primary third point of contact for desktop and laptop support and troubleshooting for clients.

Perform complex problem determination and resolution identifying hardware and software problemsInstall, configure and upgrade operating systems and software, using standard business and administrative packages.

Install, assemble and configure computers, monitors, network infrastructure and peripherals such as printers, scanners, and related hardware.

Pull cables and rewires or direct the rewiring of cables as required for new installations and office reconfiguration.Troubleshoot problems with computer systems, including hardware and software issues, emails, network and peripheral equipment problems, etc.

Make repairs and corrections where required.Ensure all incidents are properly logged, triaged, routed, escalated and closed in accordance with pre-determined service levels and incident management processes.

Perform trend analysis to highlight re-occurring incidents within the computing environment and work with the regional team to take corrective action.

Assist with training staff in the use of standard business and administrative software, including work processing, spreadsheets, and database management, providing instruction or written documentation where required.

Make hardware and software acquisition recommendations.Communicate changes, fixes and processes to the user community.Assist with the planning, design, research and acquisition of new or upgraded hardware and software systems.

Review and evaluate new desktop technologyEnsure that client's technology requirements and physical set-up and configuration of desktop hardware, software and local and network printers are accurately determined, documented and satisfied.

On occasion, may be requested on short notice to travel to customers' sites within assigned region to resolve desktop issuesEstablish and maintain problem reporting and maintain technical documentationAssist in the development and maintenance of user training manuals and programs.

Acquire and maintain current knowledge of all hardware and software technologies in use across the client company in order to provide technically accurate solutions to users.

Run and modify scripts.Support server requirements.Support VB based and operating systems.Reduce user downtime by providing new equipment or upgrades during slow periods or during off hours.

Help to evaluate and test new hardware and software for effectiveness. Qualifications5+ years’ experience providing remote technical support to end-users and other technical team members2+ years’ experience supporting retail IT equipment including POS systems, pin pads and scannersStrong hardware troubleshooting knowledge including printers, PCs, laptops, mobile devices, servers and network equipmentExcellent written and spoken communication skills in both English and FrenchCustomer service focusedExcellent time management, organization and prioritization skillsStrong interpersonal skills with the ability to work well both autonomously and as a team#AB1