Bilingual IT Support Technician

Bilingual IT Support Technician

On behalf of our client, Procom is looking for a Bilingual IT Support Technician to provide first and second-level technical support for all end-user hardware, software, printing, telephone, and mobility issues across the organization. You will provide both desk-side and remote support for all users in the company. Written and verbal fluency in both French and English is mandatory for this role. Permanent and hybrid role.

The Ideal Fit (Core Competency)

-Excellent Customer Service Skills.-Excellent written and verbal communication skills (English and French).-Patience when working with others.-Strong sense of teamwork.-Excellent time management abilities.-Passion for working with people.-Positive and personable attitude.-Willingness to help.-Calm attitude towards stressful scenarios.-Commitment to development of skills and continual learning.-Analytical thinking and problem-solving.-Planning and organization.

Responsibilities

-Provide support for end-user hardware, software, printing, telephony, and mobility issues. -Provide basic support for server/network and other infrastructure issues.-Maintain user and computer accounts in the Active Directory infrastructure.-Maintain user license assignments in the organization’s Office 365 tenant.-Perform IT onboarding and offboarding tasks for new hires-Provide desk-side support whenever this is possible. When this is not possible, provide the same quality of service via remote support.-Monitor the IT ticketing system throughout the day and promptly address tickets in alignment with departmental SLAs.-Ensure that all support requests are logged in the ticketing system.-Take ownership of end-user issues and see them through to successful resolution.-Keep track of IT stock levels, placing procurement orders under the direction of the IT supervisor.-Keep the IT asset register up to date with the most current information.-Immediately alert the IT team to any major outages or widespread system issues.-Ensure that Company assets are maintained responsibly and are disposed of in accordance with provincial law.-Other tasks and responsibilities as may be required from time to time consistent with the growth and development of the organization and the position.
Required Skills
-University-level degree or equivalent diploma preferred.-Fluency in both English and French (written and verbal) is mandatory for the role.-2+ years’ previous experience providing end-user IT support in a mid-size enterprise setting.-Excellent time management skills with ability to effectively work with high volumes of tickets.-Proven ability to simplify complex issues and communicate in a way which is easy to understand.-Strong problem identification and problem resolution skills.-Ability to troubleshoot in a Microsoft environment (Windows 10/Office 365).-Valid driver’s license in good standing and a reliable personal vehicle required.-In the case of a power outage or declared State of Emergency by any level of Government, be available for work.