Bilingual Desk Side Support Specialist

Industry

IT

Advert ID

CAN_563501

Location

Markham

Job Type

Contract

Hours

Full-Time

Salary Range

Up to CAD28.50/hr

No. of Openings

1

Branch Information

Manpower Canada - (CAN) 2 Sheppard Avenue East 20th floor ON North York , ON M2N 5Y7

ContactNumber

877-876-7331

Job Description

Manpower is partnered with a top Insurance Company is search for a Bilingual (French and English) Desk side Support Specialist.



Please apply today for immediate consideration!



Job Details:

- Full time hours

- 6 month contract, with potential for extension or hire

- $28.50 per hour

- Markham location



Description:



There will be a need to work on site (Markham) - remote work as needed. The on site will be full time - 5 days a week - the role is to fulfill hardware replacements, peripheral requests along with new hire deployment of machines.



Primary duties include:

- Providing technical troubleshooting with a focus on first call resolution

- Ability to work in a remote call centre function, using contact / call centre tools (i.e. Five9)

- Always being in ready state to take calls consecutively with limited down time

- Taking ownership of support requests to resolution, and escalate to Tier 3 when and where applicable

- Properly document and track all interactions using a ticketing system (Assyst)

- Provide 'how to' instructions and guidance to end-users regarding OS (Win7/Win10), Migration tools and process

- Package and deploy hardware along with configuration of OS and supporting applications.

- Severity incident reporting, triage and escalation



Other daily duties will include:

- Following procedures as related to standard technical troubleshooting

- Identify repeated and trending issues for escalation to Tier 2 / Program support team

- Utilize, review and/or provide feedback on migration process documentation

- Attend / Participate support team meetings/calls, when necessary



Experience/Skills Required

- Strong, clear and fluent French/English bilingual customer service skills with the desire and ability to exceed customer expectations

- 2-3 years' experience in a Desk side environment

- 3-5 years' experience supporting common Desktop applications and related hardware technologies

- Strong problem solving and analytical skills based on 5+ years' experience in an IT Department

- Support for any authorized desktop software, operational systems (Windows 7 / Windows 10), and standard peripherals

- Tech savvy with working knowledge of OS, office products and remote control

- Experience using incident tracking tools (JIRA, Assyst, etc…)

- Experience using contact/call centre systems and tools (Five9)

- Acute attention to detail

- Understanding of Active Directory and SCCM Deployment tool.

- Strong team player

- Friendly, compassionate and professional demeanor when engaging end-users of various management and technical levels



Experience/Skills Preferred

- MCDST Certification would be an asset but is not a requirement

- Insurance industry fundamentals would be an asset but is not a requirement