Bilingual It Helpdesk Specialist Jobs

Knowledge of incident and problem management processes and tools; ITIL, Microsoft or SQL certification would be an asset.

Excellent knowledge of best practices around management, control, and monitoring of server infrastructure

A technical diploma or bachelor’s degree in computer Science, Management Information Systems, or related field

Experience with firewalls, Internet VPN’s remote implementation, troubleshooting, and problem resolution

Resolving incoming IT concerns via email chat, phone, remote or in-person support.

Creating knowledge-based articles for common and critical issues.

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)

Minimum 5 years experience in technical support management or a similar role.

Strong leadership, coaching, and team management skills.

Ensure the technical support team has the necessary skills and knowledge.

The required qualifications for the Help Desk Manager are:

Manage a team of technical support professionals to provide great customer service and resolve technical issues quickly.

Improve technical support services and make sure customers have a great experience.

You have experience and education including…

What we can offer you:

•Comprehensive benefits package including dental, extended health care, life insurance and a health spending account

•A hybrid working arrangement – work from home and at our cool new office in Vaughan

•Documenting technical issues to build a knowledge base for future reference

Your mindset and skills include:

Experience in the client disk encryption, service monitoring application, ITSM and endpoint management tools

1+ years in overall IT support experience

Support experience for Windows AD, Windows, Mac OS, and Linux

Strong communication skills, both written and verbal, and organization skills

Provide technical assistance and support for incoming queries and issues related to computer systems, software, and hardware.

Respond to queries either in person, through ticket system or over the phone.

- Remote Monitoring Management experience

- Fantastic customer communication and management skills

- Virtual Machine Resource Management experience (Best Practice + Nicom added redundancy)

- Group Policy Management & Maintenance for local Active Directory / Domain Controller(s)

- Experience working with MSP (managed service provider)

- Experience working for an MSP (managed service provider)

1 to 3 years of experience in a customer-facing IT Helpdesk position

Knowledge of Windows 10, Office 2016, Active Directory 2012/2016

Bachelor's degree not required, but more focused on hands-on experience with Networking, Troubleshooting, ticketing system.

Provide 2nd level end-user onsite support

Receiving, Updating, Closing Service desk tickets

Imaging and deploying new computers

Follow up IT Service Management procedures such as Incident Management, Problem Management, Knowledge Management, Configuration Management, Change Management

Good Knowledge of Group policy, Puppet as configuration management tools and Encryption

Fulfil User Account Management requests, including Access Card Management

Management of local communication and collaboration channels (Fixed & Data Lines, A/V Equipment etc.)

Maintain the asset database and hardware inventory for Vancouver Office; Manage stock of IT Equipment and maintain Lifecyle Management

Strong knowledge and experience of operating system administration (Windows OS / Ubuntu / Mac OS)