Intermediate Bilingual Deskside Support Technician to provide first-level and second-level technical and troubleshooting support

Our valued client is seeking an Intermediate Bilingual Deskside Support Technician for an initial 1-year contract in Ottawa, ON (with an optional extension of 2 years). 

As the successful candidate you will provide bilingual first and second level support on technical issues on-site, by phone/MS Teams, and email to internal clients and external Financial Institutions.

Responsibilities:

• Provide first-level investigation and diagnosis for hardware and software issues;
• Install, move, or set up, and provide ongoing support and troubleshooting assistance to all clients regarding computers (desktop, laptop and/or peripherals), printers, office telephones and wireless devices such as cellphones
• Perform hardware installation, including monitors, cabling, peripherals, etc.
• Perform analysis and documentation of business and technical requirements
• Provide second-level investigation and diagnosis for hardware and software issues
• Provide deskside support for calls that cannot be resolved over the telephone or via remote management;
• Deliver the highest quality of customer service to the users within service levels
• Participate in the creation and ongoing maintenance of a knowledge base on technical issues.
• Install & configure software
• Resolve uncommon client issues (second-level issue resolution); analyze, resolve and document local/remote user technical issues and service requests in a timely manner and in compliance with information technology (IT) service procedures, including complex hardware and software problems associated with desktop, laptop PCs and peripherals
• Provide input in the creation and ongoing maintenance of a knowledge base on technical issues

Must-Have Skills

• 3+ years of demonstrated experience providing second-level IT service desk support or within an IT operations environment
• Excellent written and verbal communication skills in English and French​
• Demonstrated advanced experience in executing incident and problem management
• Demonstrated advanced Microsoft knowledge and experience in desktop and Office tool support

Nice-to-Have Skills

• Demonstrated knowledge of Microsoft on-premise and Azure Cloud Applications
• Demonstrated basic experience in troubleshooting Transmission Control Protocol/Internet Protocol (TCP/IP) network environmetns