On-Site Mississauga –

Are you an ambitious, experienced and highly motivated analyst with a passion for providing an unforgettable experience for your end users?

As the Senior Bilingual Technical Support Analyst, you will be supporting our local and remote users with lvl II Deskside support. We are looking for an individual who truly values end user experience and who has experience providing WHITEGLOVE support, remotely and in person. The incumbent must coordinate with team members to find solutions and be a resourceful and enthusiastic team player.

WHAT YOU WILL DO IN A DAY

• Act as a point of contact for all offered IT Services, such as application, hardware, PC and mobile related IT service requests, support, and end user education/training
• Analyze, diagnose, and resolve technical issues in an efficient and effective manner leveraging available tools (knowledge base and other sources of documentation)
• Provide IT Service and Support of hardware (laptops, printers, mobile devices, etc.) and software (Windows, MS Office365, iOS, state-of-the-art meeting room technology)
• Deliver in-person and remote/video desktop support and education to customers
• Setup laptops with corporate provided image, and configure the user profile which includes the installation of appropriate software, peripherals etc.
• Transfer and escalate incidents and requests to the appropriate 3rd level, following up with ticket assignees to ensure effective resolution in a timely manner
• Record, categorize, and log Incidents and Requests for service using the ITSM tool
• Share expertise, best practices, and supporting the day-to-day service
• Actively seek opportunities for service improvement
• Create and maintain documentation for internal processes
• Participate in project work as required
• Liaise with management about major events, common issues, escalations, problem management and root cause analysis

WHAT YOU BRING TO THE TABLE:

• Highly service oriented and customer focused approach is # 1
• University Degree/College Diploma in a computer related field or equivalent experience
• 3-5 years’ experience in providing customer support with a high level of professionalism 
• ITIL Foundations certification and/or Microsoft certifications an asset
• Exp supporting: desktops, laptops, printers, mobile devices (iPad/iPhone/Android) etc
• Solid skills in supporting common end user applications including O365 (Active Directory)
• Strong technical acumen, ability quickly learn new technology (applications)
• Strong verbal and written communications in both French and English must be able to communicate with individuals with all levels of technical and non-technical skills
• Must work well under pressure and be able to respond quickly to shifting priorities