Bilingual Desktop Support Technician - French

At Mark Anthony, we are driven by an unwavering dedication to taste and innovation. We have a history of crafting new to world brands of distinction that have disrupted traditional beverage categories and completely transformed the global beverage industry.

We’re on an outstanding adventure. We’re going where others aren’t, and we’re growing like others can’t as a result. And we want YOU to help write the next chapters with us.

The Role

The Desktop Support Technician is responsible for providing technical assistance and support to Mark Anthony employees related to computer systems, hardware, or software. The Desktop Support Technician is also responsible for providing excellent customer service and communication skills to employee inquiries, running diagnostic programs, isolating problems, and determining and implementing solutions with a defined scope of support.

What You'll Do:

• Ensure all incidents and requests are entered in reporting/ticketing system, collects detailed information to fully document incidents and request
• Engage appropriate resources in the resolution of incidents/requests
• Receive and unpack workstations, laptops, and monitors. Inventory devices (laptops, desktops, docking stations, adapters, and cables. Deploy, wipe, and reimage IT equipment
• Maintain, and troubleshoot, hardware (computers, peripherals, telephones, credit/debit machines, mobile devices, etc.), software (Office 365, point of sale, telephone system, etc.) and networks (mobile device to servers).
• IT Support: Open, monitor, troubleshoot, dispatch, and resolve tickets in a timely fashion, meeting or exceeding defined service levels while providing quality solutions. Document all actions and solutions within help desk tickets and update the technical details within operational procedures as appropriate. Ensure customer satisfaction, including taking ownership of open tickets and ensuring incidents are fully resolved.
• Document inquiries and requests thoroughly in the IT ticketing system. Write user documentation and training manuals
• Suggests process improvements to manager in areas that could positively impact the business and the level of support.
• Answer and resolve inquiries regarding software and hardware, copiers, phone system, and mobile devices (cellular phone & tablet) via phone, email or by our IT Services Portal during regular office hours and rotating on an on-call, 24/7 basis. Provides status updates to customer and management in case needed
• Deliver exceptional customer service including a passion to go above and beyond user expectations. Communicate effectively with users gathering necessary information to resolve and/or facilitate resolution of a wide range of IT issues. Liaise with other IT team members on application and system issues

What You'll Bring:

• Solid understanding and experience with Active Directory and Microsoft Exchange required
• Knowledge of various remote-control applications, TeamViewer, WebEx, join.me, etc.
• Proven knowledge of basic hardware and software including familiarity with Windows 10, Mac OS, MS Office Suite (O365) required
• Fluent in French and English
• Minimum 3 years of previous help desk or related experience

Who You Are:

• Able to lift and carry IT hardware
• Experience with use common ticketing systems: ServiceNow preferred
• Excellent verbal and written communication skills
• Knowledge of networking and wiring, PBX Telephone system, and MS Server end would be considered an asset
• Experience supporting Xerox and HP printers preferred
• Excellent customer service skills
• On-Site support is required. Regularly available to be on-call every 2 months
• Organized, able to prioritize, manage time effectively, and multitask
• Experience with audio/video systems preferred
• ITIL Foundations v4 Certified is an asset

We are growing a lasting legacy in the beverage alcohol industry, with people first. Apply now!

We thank all candidates for their interest in MAG and we will reach out to those candidates that are under consideration. If you are contacted for an interview and require accommodation during the recruitment process, please contact your recruiter.

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At Mark Anthony, we live by our 5 Core Values every day:

Sense of Urgency

Our business moves fast and so do we. We understand the power of now. We have relentless drive and believe if it can be done, we’re the ones who will do it first.

Authenticity

We need to stay real because our brands, our stories and our culture must remain genuine to thrive. When we have the best intentions for all, we create space to be our whole selves and do great things together.

Simplicity

Our lives are complicated enough. So why use 50 words when you can use 5?We thrive in ambiguity and change, but we also know how to translate our goals into simple explanations and actions.

Humility

Egos distract us. When we’re humble, we’re open to listen, take feedback and change direction quickly. We’re here for each other, and together we do great things.

Trust

We respect and rely on each other. Trust is the backbone of our relationships, and we work hard not to break it. This level of trust allows us to be all-in and take comfort in the support of our teams.