Bilingual Technical Support Analyst : Montreal, Quebec

Reporting to the Service Desk Manager provides level I & II user support with prompt and efficient technical and logistical desktop knowledge in order to maintain superior client satisfaction.

Key Responsibilities


Own and manage level 1 & 2 incidents and requests in the Service Desk system making sure all SLA are met ;
Log, respond and document all incoming incidents and requests from users.
Ensure proper follow up with users
Resolve user issues to their entire satisfaction based on pre-defined service levels.
Provide desktop, application, and network end-user support services for all users up to the highest level according to established procedures;
Install and configure hardware and software according to established procedures.
Diagnose and troubleshoot different workstations, printers/MFP, blackberry and video-conference incidents
Ensures workstations and peripherals are operational and optimally used.
Participate to maintain corporate IT inventories
Document, analyze and continually improve procedures, problems and their resolution
Participate in different projects;
Establish, build and maintain user relationships;
Answer level 1 phone calls when necessary.

KNOWLEDGE AND SKILLS REQUIRED

Bilingual in English and French is a requirement.
College Diploma in computer science and a minimum of 2 to 4 years of helpdesk experience and/or desktop experience;
Very good knowledge of Microsoft Windows, Microsoft Office Suite and office automation tools, desktop and laptop computers, Video-conference, network infrastructure (LAN/WAN, TCP/IP Protocol, routers and switches) and printer/MFP.
Good Knowledge of configuring and supporting Blackberries;
Keen sense of organization, ability to meet tight deadlines and work under pressure, sense of urgency and an excellent customer service;
Very good ability to manage time and priorities;
Ability to acquire new skills and learn about technologies used to meet company`s needs;
Willingness to work outside usual office hours;
Knowledge of ITIL best practices, J.D. Edwards and Citrix environment would be assets.

For more information please visit our website at http://www.onicosolutions.com/jobs/view/195

• Location: Montreal, Quebec
• Compensation: $45,000.00 - $47,500.00
• This is a contract job.
• Principals only. Recruiters, please don`t contact this job poster.
• Please, no phone calls about this job!