Bilingual Technical Support Agent

Staples -
Richmond Hill, ON

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Détails du poste

Temps plein
De 44 600 $ à 55 750 $ par an

Profil recherché

Français
Utilisation d'un ordinateur
Soutien bureautique
TCP
Microsoft Excel
Amélioration des processus
Windows
Microsoft Office
Bases de données
Matériel informatique
Service à la clientèle
Logiciel de prise de contrôle
Orientation axée sur le service à la clientèle
AS400
Télécommunication
Service Now
Réseau IP
Soutien à la clientèle
Scanneur RF
Analyse des causes profondes
Systèmes de point de vente
Compétences en communication
Interaction avec les clients
Active Directory
Suivi du rendement des fournisseurs
Débogage
Permis de conduire

Description complète du poste

Some of what you will do:
The Support Specialist is responsible for managing the resolution of problems in a timely manner which includes recognizing the underlying problem, performing troubleshooting, resolving or escalating problem calls, and following up with users to confirm proper resolution.
Support Services Analyst must also monitor vendor performance and escalate high priority problems and issues to the Team Leader and Second Level Team.
Require experience and understanding of the I.S. environment including supporting end-users for PC or server applications and hardware. Be willing to work weekends, evenings, and day shifts.

Specifically, You Will:

Provide first level system support to all retail stores and home office users for Point-of-Sale systems, PC’s, AS400, telecommunication, Networks, RF scanners and other hardware.
Interact with Network Analysts, Application Specialists and Telecommunication Analysts to identify and resolve problems.
Contribute ideas and observations to the Team Leader to improve the efficiency of the Support team in achieving phone and SLA thresholds.
Accountable for troubleshooting and resolving client issues on both a proactive and reactive basis.

Some of what you need:

Excellent communication and customer service skills a must.
Excellent troubleshooting and diagnostic skills.
Working knowledge of PCs and Windows operating systems.
Working knowledge of Active Directory, and DOS command line functionality.
Solid understanding of IP architecture protocols (TCP/IP, DNS, WINS) and how they are applied to client/server applications.
Proficient with support tools (PC Anywhere, Citrix), imaging tools and common software applications, (Office 365, Adobe, SAV).
Experienced with remote access software (VPN, Microsoft Terminal Services).
Experience with ServiceNow Call Tracking database.
Takes initiative, seeking opportunities for change, growth and improvement.
Ability to adapt to rapid changes in procedures and processes in a dynamic environment.
Knowledge of AS400 technical support would be an asset.
Knowledge of Citrix Network Topology.
Ability to work with Excel is an asset.
Candidate must have valid driver’s license.
Bilingual (French) is required.

Physical demands/working conditions:

Office environment

Some of what you will get:

Associate discount
Health and Dental benefits
RRSP/DPSP
Performance bonuses
Learning & Development programs
And more…

We value transparency in our hiring processes. Please note, artificial intelligence may be used in certain stages to screen, assess, or select applicants, however, a human reviewer makes all final decisions. This posting is for an existing vacancy.

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