Technology Support Analyst I – English & French Support

Are you a good fit for this position?

• Experience creating and maintaining technical documentation for Service Desk processes in English and Canadian French
• You must have a minimum of 5 years of experience in a direct end-user support role.
• This position requires a highly motivated individual – you must be proactive, enthusiastic, agile, show initiative, and be good at multi-tasking.
• Are you organized and detail-oriented? This position requires someone who notices the little things and triple-checks processes and information for compliance and accuracy.
• You must be able to identify roadblocks, craft comprehensive solutions, and deliver successful outcomes.
• Though we are a fast-paced company, we pride ourselves on a flexible work environment and excellent team culture.
• You must be proficient in English and Canadian French (Quebec) at a professional level.

Responsibilities

• Providing remote virtual, telephone, chat, and email support for employees for company-issued/approved computer systems, devices, and applications.
• Provide IT support to native English and French speakers, ensuring service quality in accordance with ITIL guidelines.
• Troubleshooting problems and providing immediate resolution, or performing additional research as needed to resolve issues.
• Performing root cause analysis and developing checklists for typical problems and recommending procedures and controls for problem prevention.
• Creating and managing detailed tickets documenting requests, troubleshooting, and resolution of requests.
• Escalate as it fits the situation to Tier II agents or as per Tier I lead´s instructions.