Bilingual Service Desk Technician
On behalf of our large and industry-leading client, we are seeking a Bilingual Service Desk Technician to support its team on-site in Ottawa, on a 4-month contract.
The main purpose of this position is to provide exceptional user service for technology related issues in support a growing number of users.
Tasks
- Maintain responsibility for accurately managing, troubleshooting and performing computer related support processes, ensuring that IS/IT provided tools and systems run smoothly
- Support remote and office-based end users at various locations, and provide a high level of customer service at all times
- Work with a team of technicians in providing user service for technology related issues with a “Here to help” mentality, while sharing knowledge and providing feedback to support continuous improvements in supported services and processes
- Have the knowledge to support today’s IT standard environments and ensure the company's computing environment is stable and performing optimally
- Maintain end-user working environments, that include: Workstations (desktop & laptops), Printers, Video conference equipment, Cellphones, VOIP desk phones and other peripherals
- Proficiently use of a ticketing system (specifically ServiceNow), to log all calls/walkups/IM’s or any other contact with end users that require their time and support
- Travel to other site locations as required
- Operate as first and second level support to end-users running workstations and laptops
- This role is expected to be proactive in managing the customer computing experience
- Expected to execute plans, implement standard procedures, and follow complicated instructions
- Must be able to analyze root cause problems and execute corrective action for consistently reliable computing experiences for our users
- Coordinate with other IT teams and computer specialists to resolve technical problems
- Must consistently create, maintain, and follow detailed logging and reporting procedures via the ticketing system, which includes documenting their work, executing and maintaining security standards, and handling
asset management software tools
- Taking incoming calls during standard business hours and be in rotation for the on-call after-hours
- Document all end-user interactions in ticketing system, providing detailed information and escalating when appropriate
- Closely monitor queue for incoming tickets and route or escalate requests to appropriate functional teams as needed
- Troubleshoot basic and advanced software/hardware issues with internal and external customers via phone, email, chat, and remote control/assist software
- Contribute to maintaining the technician and end user knowledge base and participate in required training and improvement programs
- Interact with external vendors hired by the IT department
- Maintain a clean and organized IT workspace, following Lean processes implemented onsite
Requirements
- Proficiency in both written and spoken English and French, with fluency in professional contexts
- Bachelor’s degree in information technology with a minimum of 1 to 4+ years of relevant experience, or an equivalent combination of education and experience.
- Basic understanding of IT enterprise infrastructure such as networks, systems, telephony and storage and the interrelationships between the components
- Formal Windows class-room training and certifications in Microsoft technologies with a basic understanding of IT enterprise infrastructure such as networks, systems, telephony and storage and the interrelationships between the components
- PC hardware troubleshooting and repair skills required
- Knowledge of DNS, FTP, SMTP, TCP/IP, LDAP, VPN, and remote access tools
- Proficient with Windows Win10/11 operating systems and Microsoft Office
- Experience using ServiceNow ticketing system
- Ability to react to high-priority requirements with little or no notice, providing clear documentation and follow-through
- Ability to balance priorities and work alone or with team with minimal supervision
- Good organization and project management skills with attention to details
- Good verbal and written communication skills with the ability to document solutions and train other staff
- Ability to travel to office and data center locations for on-site support, as needed
- A minimum of 1-2 years of service desk operation experience in Windows technologies
- The ability to perform general Windows network administration tasks and a broad knowledge and understanding of the entire Windows work environment is required
- Ability to read, analyze, and interpret technical procedures, or governmental regulations furnished in written, oral, diagram, or schedule form
- Ability to write reports, business correspondence, and procedure manuals
- Ability to effectively present information and respond to questions from clients, customers, and the general public
- Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists
Must possess, or be eligible to receive, a secret federal security clearance
