Tier 2 Help Desk Agent (Bilingual French/English) - Remote worker

· Provide Tier 2 Level Help Desk Support relating to technical issues related to workstations, servers, printers, networks, APs, Gateways, Satellite TV, and vendor-specific hardware and software, diagnostic procedures to identify, resolve, or determine the source of error.

· Troubleshoot and resolve incoming technical issues via phone or through our ticketing system.

· Strong written/oral communication skills and interpersonal relationship skills required to interact successfully with clients and senior management.

· Communicate effectively with clients via phone, email and chat, responding to all requests and concerns in a timely fashion, explaining resolutions, answering questions, and providing professional advice as needed.

· Follow established, documented policies and standard operating procedures.

· Work with vendors and service providers, where necessary, to resolve any outstanding issues.

· Liase with Technical Installers & Third-Party resources to resolve open tickets, keeping track of the progress until cases are resolved.

· Research internal and external resources for the best solution.

· Advise clients as to pertinent concerns discovered in the process of serving them.

· Goal of escalated ticket closure within 24 hours of receipt.

· Log, track, and maintain meticulous call notes and detailed incident reports on all calls via the online call ticketing system.

· Escalate requests to Tier 3 Support as necessary and in a timely manner, monitoring the status of open incidents, and ensure clients receive progress updates and confirmation of issue resolution.

· Possess a strong sense of self-motivation, initiative, and time management skills.

· Maintain good working relationship with assigned supervisors and coworkers.

· Must be able to work flexible shifts (evenings, weekends, and holidays) as required.

· Punctuality and attendance, as scheduled, are a must.

· Build and foster client relationships to earn their trust.

· Perform additional duties as required by management.

• French/English bilingual written and verbal communication skills are a requirement., * Bachelor’s Degree in Computer Science or related field. (Preferred)
• Must have complete fluency in both English and French
• 2+ years of IT service desk or Call Center technician experience supporting clients over telephone/in-person.
• 2+ years of experience supporting Windows Operating System (7, 8, 10), Android and/or IOS.
• Strong working knowledge of Office 365.
• Understanding of Foundational Networks (TCP/IP/UDP, OSI Layers, IEEE standards, Switching in small/large building networks, LAN, WAN, WLAN, VLAN, VPN, DNS, DHCP, FTP, Telnet, etc.).
• Advanced understanding of operating systems, business applications, printing systems, and network systems.
• Work experience in installing/configuring wireless controller and access points. Example: Ruckus/Meraki/HP/Cisco.
• Previous experience working for a Hospitality Integrator. (Desired)
• Interpersonal skills: Improve client reference materials by writing and maintaining documentation.
• Improve system performance by identifying and solving problems including telephone skills, communication skills, active listening, and customer-care.
• Ability to work in a team and communicate effectively.
• Ability to multi-task and adapt to changes quickly.
• Technical awareness: the ability to match resources to technical issues appropriately.
• Understand support tools, techniques, and how technology is used to provide services.
• Self-motivated with the ability to work in a fast-moving environment.
• French/English bilingual written and verbal communication skills are a requirement.
• Employee can work from anywhere in Canada

Preferred Certifications

• CompTIA A+
• CompTIA Security, * Network support: 2 years (Required)
• IT service desk or Call Center technician: 2 years (Required)

Language:

• English and French (Required)