Bilingual Technical Support Specialist

Position Name: Bilingual Technical Support Specialist

Job Type: Full-Time (Rotational Shifts)

Location: On site 100% (6 Staples Ave, Richmond Hill, ON L4B 3W6)

Some of what you will do:

• The Support Specialist is responsible for managing the resolution of problems in a timely manner which includes recognizing the underlying problem, performing troubleshooting, resolving or escalating problem calls, and following up with users to confirm proper resolution.
• Support Services Analyst must also monitor vendor performance and escalate high priority problems and issues to the Team Leader and Second Level Team.

• Require experience and understanding of the I.S. environment including supporting end-users for PC or server applications and hardware.
• Be willing to work weekends, evenings, and day shifts.
• Provides first level system support to all retail stores and home office users for Point-of-Sale systems, PC s, AS400, telecommunication, Networks, RF scanners and other hardware.
• Interacts with Network Analysts, Application Specialists and Telecommunication Analysts to identify and resolve problems.
• Contribute ideas and observations to the Team Leader to improve the efficiency of the Support team in achieving phone and SLA thresholds.
• Accountable for troubleshooting and resolving client issues on both a proactive and reactive basis

Some of what you will need:

• Excellent communication and customer service skills are a must.
• Excellent troubleshooting and diagnostic skills
• Bilingual in French and English is mandatory
• Working knowledge of PCs and Windows operating systems
• Working knowledge of Active Directory, and DOS command line functionality.
• Solid understanding of IP architecture protocols (TCP/IP, DNS, WINS) and how they are applied to client/server applications.
• Proficient with support tools (PC Anywhere, Citrix), imaging tools and common software applications, (Office 365, Adobe, SAV)
• Experienced with remote access software (VPN, Microsoft Terminal Services)
• Experience with ServiceNow Call Tracking database
• Takes initiative, seeking opportunities for change, growth and improvement
• Ability to adapt to rapid changes in procedures and processes in a dynamic environment.
• Knowledge of AS400 technical support would be an asset
• Knowledge of Citrix Network Topology
• Ability to work with Excel is an asset
• Candidate must have valid driver s license

Some Of What You Will Get:

• Associate discount
• Health and Dental benefits
• RRSP/DPSP
• Performance bonuses
• Learning & Development programs and more