• Bilingual Technical Analyst
    • Toronto, Hybrid
    • M4P2E3
    • Permanent
    • Bilingual Technical Analyst                                                                                                             
      Hybrid – work from home

      WHAT IS THE OPPORTUNITY?

      The Bilingual Technical Analyst is focused on providing first and second-level technical support to various end users across Canada.  You will receive requests via telephone, email or in person. The position is responsible for prompt and knowledgeable response to requests for support arising from day to day use of business applications and technologies.

      You excel in the areas of customer service, software, hardware, mobile and network support, working in a fast-paced, service oriented, professional business environment. You are also capable of assessing/triaging requests in order to escalate to a next level support group if necessary and following up with all parties to ensure incident closure and resolution.

      WHAT YOU'LL DO IN A DAY:

      • Provide excellent client service to end-users (internal employees) for all business technical queries, questions, issues reported
      • Record and manage all support requests in the incident management/tracking system
      • Responsible for configuring and deploying hardware, managing and maintaining assets
      • Monitor system generated service alerts and escalate when required
      • Provision, change and de-provision user accounts in accordance with corporate policies
      • Follow and contribute to the new documentation of common support procedures
      • Own all incidents/requests: perform follow up with second and third level support groups, monitor the status of all open incidents, manage requestor expectations, report status, assist where possible through to resolution
      • Participate in necessary training
      • Complete any projects as assigned, along with activities that may be assigned from time to time in the area of technical support and IT operations
      • Actively seek opportunities for service improvement, recognizing the needs and expectations of the end users in the environment

       WHAT YOU BRING TO THE ROLE:

      • University Degree or College Diploma in a computer related field strongly desired
      • 2+ years’ experience in providing client (technical) support in a professional services environment
      • Excellent knowledge of fundamentals of PC operating systems (O365) and hardware
      • Strong client computing experience e.g. desktop, laptop, tablet, printer, mobile device, multifunction devices, desktop phones, voicemail, etc.
      • MCSE and/or ITIL Foundations certificate an asset
      • MUST be Fluent in French and English

      Poly Tech Talent is committed to an inclusive, equitable process. Accommodations are available on request for candidates taking part in all aspects of our selection process

Poly Tech Talent Inc. is committed to accommodating the individual needs of job candidates, in accordance with the Accessibility for Ontarians with Disabilities Act (AODA), within our recruitment processes and skills testing practices. Job candidates are asked to contact us if you require any accommodations to ensure your equal participation in recruitment and job selection processes.