Bilingual IT Support Analyst

Hyundai Motor Company•Markham, ON

1d•CA$70,300 - CA$89,000•Hybrid

About The Position

The primary purpose of this position is to provide support on a variety of IT systems, including software and hardware, to both internal (Company employees) and external (Company Dealer network) customers.

Requirements

Completion of a relevant secondary school diploma and college, e.g., diploma / certificate / trade license, or an equivalent combination of experience and education.
2-5 years of relevant experience in same or similar function with automotive experience being desirable.
Bilingualism Required: English and French.
Knowledge of Desktops security best practices.
Knowledge of ITIL best practices and the Service Desk role in the ITIL framework Knowledge of the following technologies and services: MS Windows Network services: Active Directory, DNS, DHCP.
Experience with Office 365, Adobe, Exchange 2016, Windows File Shares, MS Teams File Shares and Windows update.
Experience with HW install and troubleshooting, OS and applications installation and troubleshooting specifically: Windows 11, Office 365, Internet Explorer, other desktop software and applications.
Mobile devices and smart phones - configuration and troubleshoot.
Desktop management tools and utilities: Microsoft System Center Configuration Manager and In Tune, including developing packages and managing deployments.
Experience with providing onsite meeting support including TV’s, Projector, Web Cams, Mic’s and virtual meeting tools: Teams and traditional style video conference devices.
Highly developed skills in customer service is a must.
Be able to work in rotational shifts supporting coverage of 7:30am EST to 6:00pm EST.
Be able to work onsite with some limited opportunity for remote work.

Nice To Haves

Experience with Five9 and JIRA Service Management ticketing system is a plus but not required.

Responsibilities

Perform Software and Hardware support and maintenance at the desktop level.
Triage all types of support requests while ensuring all service level SLA’s are met.
Deploy desktops and peripherals.
Troubleshoot to determine and resolve the root cause of many hardware or software malfunctions at the desktop level as well as, occasionally, at the network and server level.
Perform moves, adds, changes of computer equipment.
Provide user support on business applications.
Provide end user support on business communications and all communication systems (e.g. telephone, cell phone, e-mail).
Perform other duties as required (e.g. inventory management, create and maintain internal and external documentation).
Participate in infrastructure (network and servers) routine maintenance, changes and projects.
Perform all duties while ensuring SLA’s are met.