Bilingual- Remote- Desktop Tech II - Jobs in Mirabel, QC

Job Description

Why CompuCom (Overview):The Desktop Technician is responsible for providing end user support relative to software, hardware, and network assistance. The Desktop Technician delivery is predicated on Tier 2 diagnostic experience and judgment as well as the application of pre-established workflow procedures. The Desktop Technician provides instructions to identify research and resolve technical problems. Additionally, the Desktop Technician tracks and monitors the incidents, and work orders to ensure a timely resolution. Must have excellent communication skills both in French & English.Full proof of Covid -19 vaccination will be required prior to hire.What you’ll do

• Establish tier I and II as the single point of contact for all user requests and incidents.
• Lead initiatives as assigned by management.
• Ability to troubleshoot and resolve incidents at a Tier ll and Tier lll level.
• Accountable for continuous improvement.
• Maintain full ownership of ticket through its lifecycle.
• Provide first call resolution or triage for all calls.
• Ensure that for every call and/or reported event a ticket was created in both a timely and accurate manner. This one call/one ticket method provides effective tracking of all incidents and service requests. In the cases where a single incident has affected multiple users, this method of creating a ticket for each reported instance and attaching it to a master ticket will allow for impact analysis on the outage.
• Verify user contact and asset information, categorize ticket accurately, and populate ticket with full description of event.
• Utilize the knowledge base and other support documentation to identify, isolate, diagnose and resolve end-users technical problems and provide information and status as requested.
• Enter all troubleshooting performed and, if applicable, the resolution.
• Escalate tickets to the appropriate support group if required by warm transfer.
• If support requests cannot be resolved expeditiously, or if the team lacks the permissions or access to correctly resolve the incident/service request, then the issue is escalated to the appropriate support.
• Determine if there is a commonality amongst tickets being generated

What You’ll Need

• 5yrs experience (combination of hands on and phone support)
• Strong technical knowledge of PC and Desktop hardware.
• Hands-on hardware troubleshooting experience.
• Working technical knowledge of current operating systems, and standards.
• Ability to launch and operate desktop diagnostic tools to perform remote diagnostics.
• Analytical and problem-solving abilities, with keen attention to detail.
• Self-motivated and directed, with the ability to effectively prioritize and execute tasks in a high-pressure environment.
• Experience working in a team-oriented, collaborative environment.
• Strong customer-service orientation
• Excellent written and verbal communication skills.
• Willing to support weekend rotation.
• Experienced in SLA/KPI environment.
• Computer Field Service repair experience
• CompTIA A+
• Bilingual in English & French is Must.

Bonus Certifications/ Experience

• CTP+, CDIA+, Network+, etc.
• OEM HW Certifications HP, LENOVO, Dell etc.
• Desktop, Laptop, Printer and Server.
• Service Management tools ( ex: Service Now )

CompuCom is committed to providing equal employment opportunities in all employment practices. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, citizenship status, marital status, age, disability, protected veteran status, sexual orientation or any other characteristic protected by law.Quick Apply

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