Bilingual Service Desk Technician – Quebec
Montreal, QC, Canada
6d ago

Job Description

At EXP, we’re driven to provide innovative solutions for the world’s built and natural environments. As a team of engineers, architects, designers, scientists, creators and a community of professionals, we bring diverse and talented people together to solve the world’s most complex challenges.

Here, you join a team that leverages differences, harnesses their entrepreneurial spirit in an employee-owned company, that believes diversity is what gives us strength, seeks sustainable results and shares ambitions for each other, our clients and the communities we are part of and serve.

To be a part of EXP means to have your own experience, while staying connected to a global network of professionals, who believe we are a part of something bigger. Together, we are EXP.

Are you ready to design your future?

Be our next Bilingual Service Desk Technician!

Your work environment at EXP

In this role, you will be a part of our IT team based in one ouroffices in Quebec : Sherbrooke, Quebec city, Montreal region, or Drummondville.

You will have the opportunity to ensure our employees can accomplish their business tasks. This role has a key part in actively resolving our employees help requests within established Service-Level Agreements (SLAs).

Your problem-resolution may involve the use of diagnostic and help request tracking tools, as well as require that you give in-person or, remote access hands-on help at the desktop level.

What a day at EXP has in store for you

  • Using our ticketing system, recording, tracking and documenting the service desk request problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to final resolution
  • Building rapport with service desk customers
  • Evaluating documented resolutions and analyze trends for ways to prevent future problems
  • Assisting in software releases and rollouts according to Change Management best practices
  • Responding to emails and answer calls for support, complete assigned Tasks
  • Coordinating and completing onboarding tasks as assigned such as computer imaging
  • Escalating problems (when required) to the Service Desk Manager / exp infrastructure services / exp Network Services
  • Applying diagnostic utilities to aid in troubleshooting
  • Alerting management to emerging trends in incidents
  • Accessing software updates, drivers, knowledge bases, and FAQ resources on the Support Software / Internet / Intranet to aid in problem resolution
  • Performing hands-on fixes at the desktop level, including installing and upgrading software, installing hardware, implementing file backups, and configuring systems and applications
  • Performing preventative maintenance at the end-user level
  • Testing fixes to ensure problem has been adequately resolved
  • Performing post-resolution follow-ups with Level I Technicians as required
  • Reinforcing SLAs to manage end-user expectations.
  • What your experience looks like

  • College diploma or university degree in the field of computer science and / or 3 years equivalent work experience
  • Fluently Bilingual in French and in English
  • Experience with SCCM, Powershell
  • Experience with desktop and server operating systems with knowledge of advanced computer hardware, including PC’s and servers
  • Extensive application support experience with various Microsoft software products
  • Experience working in an ITIL-driven environment and working knowledge of ITIL principles and processes
  • Knowledge of diagnostic utilities
  • A+ or ITIL certification is considered an asset
  • Able to lift and transport of moderately heavy objects, such as computers and peripherals.
  • Solid track record when it comes to documentation, interpersonal skills, research skills, analytical skills, problem solving skills, customer service skills, and a keen attention to detail
  • You can learn quickly, present ideas in simple and complex terms, work well with others, enjoy collaborating and are autonomous
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