Bilingual It Help Desk Jobs

Effectively use Help Desk Ticket System to manage day to day requests.

Maintain and manage an inventory of computer and network equipment.

This position has the requirement for occasional travel to our project sites and offices.

Microsoft Certifications would be considered an asset.

Highly flexible, with solid interpersonal skills that allow one to work effectively in a diverse working environment.

Able to troubleshoot in a fast paced, complex environment, including working with remote clients over phone and email.

• Knowledge of computer software, such as configuration management software, desktop communications software, operating system software.

• 1-2 Years Customer Service Experience

- Previous Help Desk or Contact Center experience

• Strong Verbal and written communication skills,

• empathy, finesse and interpersonal skills.

•High ability to work independently and manage one’s time.

Educate end- users on highly technical content regardless of level of experience.

Requires at least 1 year of experience in the field or in a related area

Be able to do hands and eyes on Infrastructure and servers as needed. Who You Are (Qualifications)

Ability to multitask and stay calm under pressure, dealing with ongoing problems and deadlines

Maintains, analyses, troubleshoots, and repairs computer systems, hardware and computer peripherals

Documents, maintains, upgrades, or replaces hardware and software systems.

Experience with or knowledge of operating systems; current equipment and technologies, enterprise backup and recovery procedures, and system performance-monitoring tools,

Analyze staff needs, identify vulnerabilities, boost efficiency and accuracy

2 years experience in IT

Advanced computer skills and detail orientation

Maintain essential IT operations, including operating systems, security tools, applications, servers, email systems, laptops, desktops, software, and hardware

Handle business-critical IT tasks and system improvements

Experience working with Incident, Problem and Change management.

Develop an understanding of the business environment and maintain technical knowledge.

University degree and 2 to 3 years of Help Desk work experience.

College Diploma and 3 to 5 years of Service Desk work experience.

Experience supporting all Windows Clients, MS Office Products is required.

Experience using Service Desk for Ticketing Incidents and Documenting of Service Calls.

Knowledge of user account management

Knowledge of incident and request management

Use management such as IT onboarding, user access reviews, role-based access controls of the multiple Internal applications of Collabria

Please note that other combinations of qualifications and relevant experience may be considered

Draft and maintain the required technical documentation, knowledge base of common technical issues and their solutions

A minimum of 1 year of relevant experience

Asset: TMW or TMT ERP Experience

Minimum 2+ years working in a Help Desk / Tech Support / IT Specialist type role

Providing L1 / L2 Support + Working on Intermediate / Senior level projects

Windows (Windows Workstations) / Office 365

Hardware support (Laptops, Desktops, Cellphones, Printers etc)

Providing in person support (not just virtually, email or phone)

Strong problem solving, and analytical skills based on 2-5 years’ experience in an IT Department with acute attention to detail.

2-4 years' experience with being able to remotely troubleshoot laptop hardware

Have working knowledge of Windows 10 with at least 2-4 years of experience troubleshooting problems within the operating system.

ITIL certification is an asset but not a requirement.

A+ Certifications is an asset but not a requirement.

HDI Certification is an asset but not a requirement.

Familiarity with ticketing systems, It service management tools, and remote support technologies

Stay updated on emerging technologies, industry trends, and best practices in IT support, continuously expanding technical knowledge and skill

Strong organizational and documentation skills, with the ability to create and maintain technical documentation and knowledge base articles

Diagnose and resolve technical problems by researching, troubleshooting, and identifying appropriate solutions, including remote desktop support and on-site visits if necessary

Prioritize and manager multiple support tickets simultaneously while adhering to established service level agreements (SLA's) and response timeframes

Create and maintain technical documentation, knowledge base articles, and user guides to facilitate issue resolution and promote self-service support options

Act as the primary contact for incident and request management

Experience/knowledge of Windows Server (2008/2012)

Experience/knowledge of Windows 7, XP, HyperV, Citrix and Office tools (MS Office, Outlook, VPN, Intranet, Internet, antivirus, virtual machine, etc.)

Manage incidents and requests, diagnose, prioritize and resolve issues

1 - 3 years of experience in user support

Knowledge of how a computer and telecommunications network works (Cisco infrastructure)

Working knowledge of Active Directory and related user management tasks.

Provide operating and administration functions including user set up, configuration and management for systems and business applications.

Assist Systems Administration and IT Infrastructure team in support of users with requirements for remote access.

Understanding of Incident and Change Management and ability to follow Sunrise Farms’ process, procedure standards and methodologies.

Basic understanding of the project management life cycle.

Deliver exceptional customer service skills which include the passion to go above and beyond exceeding client expectations.

Perform any other task assigned by the manager.

Minimum of 3 years previous experience working as IT Technician, Support, or Help Desk Technician.

Microsoft Certified Systems Engineer (MCSE) Certification would be very advantageous.

Working experience with Microsoft Products, especially Word, Excel, Outlook, Visio, and PowerPoint.

Experience with PC and Server/Storage Hardware.

Working Knowledge of Network switches and cabling.

Create and manage user accounts and permissions.

Bachelor's degree in computer science, Information Technology, or a related field (Not necessary, but IT bachelor or certifications are desirable)

Proven experience in providing IT support and troubleshooting technical issues (+2 years).

Strong knowledge of computer systems, networks, and software applications.

Excellent problem-solving and communication skills.

Respond to user inquiries and provide technical support via phone and email.

Maintains daily performance of computer systems. Installs, modifies, and repairs computer hardware and software. Performs remote troubleshooting through diagnostic techniques

Writes training manuals and/or support documents under manager review to support IT and company initiatives

1-2 years experience in IT Helpdesk/Desktop support

Exceptional communication and interpersonal skills, both formal and informal

Demonstrates proficient technical skills and is able to deliver assigned tasks independently

Provides accurate information on IT products or services

Coach users in the use of hardware, software and file management

Provide preliminary assessment of problems which may involve network services and escalate to Level 2 support and management if required

Post-secondary or industry equivalent technical training, or equivalent combination of education and experience

Perform computer equipment repairs; manage network printers and wireless connectivity

Ensure warranty and registration requirements are fulfilled

Strong English communication skills: both written and verbal

Tech savvy with working knowledge of office automation products, databases and remote control

Performing remote troubleshooting through diagnostic techniques and pertinent questions

Proven experience as a help desk technician or other customer support role

Serving as the first point of contact for customers seeking technical assistance over the phone or email

Determining the best solution based on the issue and details provided by customers

The goal is to create value for clients that will help preserve the company’s reputation and business

You have very strong organizational and time management skills;

Support corporate teams regarding restaurant systems, daily sales, finance audits, and all escalated issues reported by corporate employees and departments.

You have a 2-year diploma or degree in Information Technology, Computer Sciences or relevant degree, or equivalent work experience;

You have strong working knowledge of various Point of Sale systems (both hardware and software) – POSitouch preferred;

You have excellent customer service skills;

You may have the added experience or understanding of restaurant operations.

1-3 years of project management experience with Kanban methodologies.

Record all interactions with customers in our ticket management system.

Ensure the management of access requests in accordance with our security policies.

Contribute to the incident management process by detecting, categorizing, and resolving issues.

Initiate change management processes for hardware, software, and other IT assets.

Manage incoming and outgoing phone calls related to IT support.

Effectively use Help Desk Ticket System to manage day to day requests.

Maintain and manage an inventory of computer and network equipment.

This position has the requirement for occasional travel to our project sites and offices.

Microsoft Certifications would be considered an asset.

Highly flexible, with solid interpersonal skills that allow one to work effectively in a diverse working environment.

Able to troubleshoot in a fast paced, complex environment, including working with remote clients over phone and email.