Bilingual (F/E) Technical Support Analyst
Onico Solutions
Mississauga, ON, Canada
6d ago

We are currently looking for a Bilingual Technical Support Analyst to support our client’s internal users with technical problems including desktop / operating systems, hardware, software, voice, mobile devices and connectivity.

Responsibilities

  • Respond to incoming phone calls and provide a high level of customer service by resolving technical issues through troubleshooting client configuration settings, internet connection / security settings, firewall rules, and network security applications (Active Directory).
  • Respond to technical inquiries sent via email to their ticketing system.
  • Log all incoming and outgoing correspondence in the ticket database.
  • Escalate unresolved issues to the appropriate level response group to ensure customers receive accurate and timely resolution to their issues.
  • Initiate Severity 1 procedures through accurate diagnosis of technical issues.
  • Meet all assigned service levels for call quality, call log quality / completeness, and call logging percentage
  • Provide analytical and testing support for Ricoh business units including IT, Finance and Customer Service
  • Miscellaneous project work as required
  • Education :

  • University degree or Community College education
  • Industry recognized Education Diplomas and Professional designations A+, Net+, MCSE, A+, would be definite assets.
  • Experience :

  • 1-2 years of customer service and / or support desk responsibilities
  • Experience with PC software (i.e. : Windows 7, MS Office, Lotus Notes, Adobe Acrobat and Internet Explorer)
  • Knowledge :

  • Familiarity with TCP / IP applications, client server concepts, and software installation
  • Knowledge of internet connectivity (i.e., VPN)
  • Minimum of one year of PC support
  • Skills :

  • Excellent interpersonal skills, ability to deal effectively with a wide array of customers
  • Must be fluently bilingual (written and verbal) in both French and English.
  • Excellent problem solving skills, ability to identify operational problems, recommend optimum solutions, follow through to resolution
  • Strong organizational skills with a demonstrated ability to identify and set priorities to meet the demands of a dynamic work environment
  • Strong PC skills including supported Windows environments
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