Bilingual IT Service Technician – Montreal

Bilingual IT Service Technician (French, English)

Full time role

Laval or Ottawa (100% on site)

MUST HAVE TO APPLY:

• Strong French
• 2+ years of IT troubleshooting experience

INFORMATION:

•Office role 100% on site

•Benefits: full group benefits after 3 months (100% covered) for full time permanent role

•Paid trainings / certifications

•Gym on site in the Montreal site

•Parking space

•Bonuses based on performance (after 1 year)

•Full time permanent

•40 hours / week

•Start date: ASAP

We are looking for a bilingual IT Service Technician to join our team, reporting to the Director, IT Operations.

The primarily focus of this role will be on handling day today end user tickets and user queries, end user

computing hardware and application management and troubleshooting (Including mobile device,

printers, and computers). The role will require a mix of technical, strong communication, and customer

service skills.

The responsibilities

• Provide support to our client groups, through verbal and written French/English communication

• Respond to telephone calls, e-mails, and other technical support requests in a timely manner

• Provide excellent customer service and demonstrate courteous and professional behavior

• Demonstrate an excellent problem-solving skills and ability to provide creating solutions to meet

end user needs.

• Ensure that all support requests are appropriately recorded, triaged and managed within the

ticketing system, including decisions and actions taken to achieve a successful resolution

• Prompt escalation of tickets to the appropriate teams or individuals and follow-up on open

issues to ensure a satisfactory and timely resolution is achieved

• Ensure the ongoing protection and integrity of the IT systems

• Manage, deploy, secure and support computers, peripherals, software, printers, telephony,

mobile devices and other technologies

• Evaluate, recommend, create and maintain knowledge base articles and documentation for end

user and IT agent use

• Maintain and update inventory and receipts of all end user hardware

• Other responsibilities and project tasks as assigned

• Must be available to work rotating schedules which include evenings, and some weekends and

holidays

• Some travel within North America may required

Technical Skills Include:

• Proven problem-solving abilities and cloud computing knowledge

• Expertise in the installation, configuration, and troubleshooting of computer hardware, network

enabled multifunction printers, audio/visual equipment, telephony and mobile devices

• Proficient with the setup and troubleshooting of Windows and mobile device operating systems

• Experience with Windows Server file and printer administration

• Experience with client-side application and software support such as Microsoft 365 Apps for

Enterprise, manufacturing/engineering software (i.e., AutoDesk, BlueBeam), various

collaboration solutions such as MS Teams app and Room System.

• Familiarity with MS Dynamics SL and SAP SuccessFactors an asset

• Provide troubleshooting for various types of service requests, incidents, and problems

• Experience with vulnerability management such as computer/software patch management

tools, investigating and remediation of malware and other security incidents on end points is

and asset.

• General knowledge of a range of diagnostic and logging tools to troubleshoot and resolve

hardware, software, and network issues on end points

• Creation of knowledge base articles for end users and fellow team members

• Ability to write-up of end user walk-through/how-to documentation for all technologies

supported by the IT team

• Knowledge of deploying and managing computers using Intune/Autopilot an asset

What We Are Seeking

• Must be Bilingual French and English in verbal and written communication, with the ability to

translate documents

• A self-starter, a passion for IT and the ability to work in a dynamic team environment

• Degree or diploma in Computer Science/Networking or related field

• 2+ years IT support related work experience

• Microsoft or other industry certifications such as A+, N+, ITIL considered an asset

• Proven analytical and problem-solving skills

• Excellent communication skills (written and verbal)

• Excellent interpersonal skills

• Willing to speak up and share ideas with the team

• Be able to give and take criticism

• Ability to work in a dynamic team environment and independently

What We Offer

• Funded training and development programs

• Very well-equipped on-site gym in Montreal

• Dental and supplemental medical plan

• RRSP contributions

• Employee and Family Assistance Program

• Excellent on site, subsidized cafeteria

• Job ID / No. du Poste: 38151
• Open Positions / Postes Ouverts: 1