Deskside Support – IT – Bilingual
Role:
-Work is generally supervised and performed in accordance with established objectives and guidelines. Technical guidance is provided by the Team Lead or Manager.
-The Service Desk Agent takes some independent actions regarding assigned work.
-Decisions are typically made within established guidelines.
-You will act as liaison with field service (external and internal) personnel to identify and resolve system hardware and software problems, and escalate or make recommendations to IT management, as appropriate, regarding the completion of assigned projects.
– Provide support to ensure stable, reliable desktop systems to the user community across all offices.
– Should have functional knowledge of ITIL best practices, and stay abreast of new technologies.
– Must be a good team player with the ability to work well with others and demonstrate a professional demeanor
– Strong analytical and problem–solving skills with the ability to identify root causes
Responsibilities:
– Using the corporate Service Management tool, you will provide exceptional first level technical and user support via telephone, email, and other online-based or remote control tools in a timely and courteous manner
– Enter, prioritize, and manage Incidents and Service Request tickets and ensure Users are provided with timely updates on Incident and Service Request tickets
-Use customer service skills to clearly and effectively communicate with end users in English and/or French languages, using corporate telephony and messaging tools
– Perform analysis, troubleshooting and resolution of end user technology (desktops, laptops, software, mobile devices, peripherals, access) issues and escalate when required
– Perform basic analysis, troubleshooting and investigation into network, server, storage, and enterprise application issues and inquiries and escalate as required
– Maintain knowledge and expertise in Microsoft Windows 10, Active Directory, SCCM, Office 2016/O365 administration
– Continually maintains and upgrades technical capabilities and knowledge
– Creates and maintains Service Desk procedures, user guides, and support documentation
– Participates in technical testing and projects as directed
The pay range that the employer reasonably expects to pay for this position is between and
Our voluntary benefits offering includes medical, dental, vision and retirement benefits.
Applications will be accepted on an ongoing basis.
Tundra Technical Solutions would like to thank you for the interest you have demonstrated in this opportunity. However, only candidates with the required skills will be contacted.
Tundra Technical Solutions is an Equal Opportunity/Affirmative Action Employer. We welcome and encourage diversity in our workplace.
Not interested in this position, but know somebody who might be? Check out our Referral Reward Program, referrals are a big secret behind our success. As always, we’re on the lookout for great people. And we know that you know great people!
Tundra Technical Solutions is among North America’s leading providers of Information Technology and Engineering staffing and consulting services. Our success and our clients’ success are built on a foundation of service excellence. Rather than continually trying to sell to new clients and companies and simply filling databases with candidates, we focus on developing stronger relationships and deeper knowledge of our existing clients’ challenges and opportunities.
Open ears. Open minds. Open futures