Bilingual IT Support Analyst - Tier 1
About The Position
As a member of the IT Operations Team, the Bilingual IT Support Analyst is responsible for providing first line technical support to Emco teammates working out of our over 300 locations across Canada and at our National Support Centre in London, ON. The Tier I Bilingual IT Support Analyst will ensure Emco teammates are receiving the highest quality of customer and technical support services in adherence with established service levels. This includes remote provisioning of hardware and software for teammates, remote troubleshooting and isolation of hardware, software and network issues reported by teammates and resolution of these issues.
Requirements
- Post-secondary degree or diploma in compute science or information technology
- Two (2) years experience in a customer facing IT service desk role
- Two (2) years experience supporting end user hardware, software, applications, and networking
- Two (2) years experience supporting end user mobile phones
- Knowledge of computer hardware, including desktops/laptops/tablets, mobile phones, printers/copiers
- Experience with supporting Windows, IoS and Android operating systems
- Experience with desktop applications, desktop operating systems and server operating systems, including Microsoft Outlook, Microsoft Office Suite, Microsoft Terminal Services (RDP), Active Directory
- Knowledge of Microsoft 365 Administrator, including Azure Active Directory, Exchange Online, Endpoint Manager
- Knowledgeable in managing and supporting antivirus system
- Bilingual in French and English required
- Exceptional customer service orientation
- Sound verbal and written communication skills; bilingual (French and English) is an asset
- Good listening skills
- Eager to fully understand end user’s issues, find solutions promptly
- Building and maintaining positive relationships
- Solution-oriented focusing on driving end user issues to timely and satisfactory resolution
- Proactively looking for improvements and efficiencies with a focus on end user experience
- Organized with the ability prioritize and multitask
- Ability to absorb and retain information quickly
- Highly self-motivated, self-directed and keen attention to detail
- Proven analytical, troubleshooting, and problem-solving abilities
- Experience working in a team-oriented, collaborative environment
- Candidates must be able to work legally within Canada.
Nice To Haves
- Strong organizational skills with the ability to communicate well both verbally and in writing
Responsibilities
- Providing first line technical support to Emco teammates
- Ensuring Emco teammates are receiving the highest quality of customer and technical support services in adherence with established service levels
- Remote provisioning of hardware and software for teammates
- Remote troubleshooting and isolation of hardware, software and network issues reported by teammates
- Resolution of these issues
- Supporting established incident management procedures through the incident lifecycle
Benefits
- Ongoing training
- Opportunity to be innovative and try new things
- Work alongside passionate colleagues with diverse backgrounds and experiences
- Equal opportunity employer
- Discrimination, harassment, and barrier free workplace
- Diversity, equity, and inclusion in workplaces
Stand Out From the Crowd
Upload your resume and get instant feedback on how well it matches this job.
What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
Associate degree
