Bilingual Desktop Support Engineer

Location Montreal Montreal, Canada
JobType Temporary
Salary
Reference 13473

Job Title: Bilingual Desktop Support Engineer
Type: Contract - 6 month
Location: Montreal, QC
Starts: October 7, 2019
Ends: April 3, 2020
Time: 9:00 am – 5:00 pm

SUMMARY

Our client is seeking a Bilingual Desktop Support Engineer to provide professional assistance to internal and external customers having hardware and software related problems with their desktop, laptop or peripherals. You should be able to resolve local area networking issues to ensure connectivity to the corporate network, and work with the infrastructure and messaging teams as necessary to resolve incidents. Also ensure support is provided in a timely manner in accordance to published SLAs while maintaining a high level of customer satisfactions.

DUTIES

  • Provide Level-2 technical support for supported desktops, laptops, and peripherals. This include the following activities: correcting hardware problems; managing returns on warranted parts and systems; packaging and shipping replacement parts to customers; maintaining standard software configurations such as troubleshooting, loading and configuring software images
  • May participate in development of information technology and infrastructure projects
  • Install, support and troubleshoot approved desktop software
  • Perform planned maintenance, moves, adds and changes
  • Provide support services to employees with technical problems and information technology issues involving desktop, laptops, PDA or network services from local personnel or from employees using network remote access (VPN)
  • Provide timely resolution of problems or escalation on behalf of the customers to appropriate technical personnel
  • Exercise judgment with defined procedures and practices to determine appropriate action
  • Create and maintain images for standard systems
  • Recommend hardware and software solutions, including new acquisitions and upgrades
  • Demonstrate good judgment in selecting methods and techniques for obtaining solutions
  • Use skills as a seasoned, experienced professional with a full understanding of industry practices, company policies, and procedures
  • Require little day-to-day supervision
  • Ability to work on call after hours as required
  • Communicate effectively with multiple customers and co-workers. This includes the following activities: Consult with the service desk on support calls, able to communicate highly technical information to both technical and non-technical personnel. Provide case status updates to management and end-users. Provide phone support and diagnostics to remote customers.
     

QUALIFICATIONS:

  • 3+ years of desk side support experience
  • Smart hands engineer servicing PCs, iPhone, iPad
  • Strong customer service skills
  • Speak French and English
  • Reliability and a strong sense of responsibility
  • Ability to work independently and take ownership
  • Solid technical and analytical skills required
  • Ability to troubleshoot, support, and repair software and hardware for desktop and laptop computers
  • Knowledge of supported Microsoft Windows operating systems
  • Experience with Active Directory administration
  • Knowledge of installation, configuration, use and troubleshooting techniques of supported versions of Microsoft Office
  • Strong interpersonal skills in dealing with a wide range of customers with varying computer abilities
  • Experience troubleshooting intermediate complex local area network (LAN) and VPN connectivity issues