Ignition Tax is a team of full-stack developers, project managers, and technology trailblazers who pride themselves on creativity and innovation. Tasked with leading KPMG Canada and our clients through digital transformation, Ignition Tax is focused on tax innovation to unlock value and prepare our clients for the future. KPMG Ignition Tax helps organizations realize opportunities through our far-reaching intelligence capabilities that allow for the development of modern software solutions.
In a fast-paced, experimental environment, our team collaborates with strategic partners and tax leaders across Canada to build next-generation solutions. By fostering a startup culture within a welcoming nurturing environment and with the support of KPMG's world-class firm, Ignition Tax approaches each project with a unique perspective, a multitude of complementary skill sets, and expertise that allow them to build technology solutions that shape the future of tax.
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What you will do:
The Bilingual Support Analyst is the first point of contact to users of Ignition Tax’s One Port tool. They’re responsible for providing tier 1 and tier 2 support firmwide by live chat, self-serve, e-mail and/or telephone assistance.
The role may, on occasion, be required to go on-site as directed by their manager. Weekend and after hour support will be required.
Troubleshoot and resolve level 1 and 2 support issues by telephone, live chats, self-service tickets, and or emails; document and escalate issues further as required.
Provide technical support for various software applications and firm proprietary software.
Configure software, updates, and patches.
Actively participate on various local and national IT projects/virtual teams as required.
Liaise with the extended IT team country wide.
Participate in the after-hours on call program.
Keep up to date with innovative technologies and trends in the world of information technology.
What you bring to this role:
Strong verbal and written communication in English and French; excellent collaboration, relationship-building and interpersonal skills
Previous deskside support, virtual support and/or help desk experience.
Strong troubleshooting/problem solving skills and analytical ability.
Strong knowledge of Microsoft 365, Teams and Windows 10.
Knowledge and experience with ServiceNow.
Ability to work effectively, both independently and as part of a diverse team.
Passionate interest in user's needs and providing customer service excellence.
Aptitude for learning and adhering to existing standardized policies, processes, and procedures.
CompTIA A+, ITIL certification an asset
Flexibility to work on weekends, after hours and statutory holidays when required.
The role may require the successful incumbent to go on-site to a KPMG Office in their geographical region
Our Values, The KPMG Way:
Integrity, we do what is right | Excellence, we never stop learning and improving | Courage, we think and act boldly | Together, we respect each other and draw strength from our differences | For Better, we do what matters
KPMG is committed to the health and safety of our people, clients and communities. With this commitment in mind, KPMG complies with all public health mandates (provincially and/or federally, as applicable) and has implemented various safety measures, including a COVID-19 Vaccination Policy. KPMG's COVID 19 Vaccination Policy requires all employees to be fully vaccinated if they wish to or are required to attend a KPMG office and/or other congregate settings in the course of their duties (such as client sites or third-party venues).
As this role requires occasional or consistent attendance at a KPMG office and/or congregate setting, the successful candidate must be fully vaccinated (i.e. have received all doses that are recommended by Health Canada, including any boosters) and must provide KPMG with proof of vaccination. KPMG will provide reasonable accommodation if the successful candidate cannot be vaccinated due to grounds protected by human rights legislation in their province of employment.
KPMG in Canada is a proud equal opportunities employer and we are committed to creating a respectful, inclusive and barrier-free workplace that allows all of our people to reach their full potential. A diverse workforce is key to our success and we believe in bringing your whole self to work. We welcome all qualified candidates to apply and hope you will choose KPMG in Canada as your employer of choice.
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