Bilingual IT Service Desk Analyst - End User Computing

Location: Montreal

Job Description

Role Description s:
Must-Have
1.Knowledge on End User Computing Devices (Laptop Desktop VDI)2.Ability to provide technical support over the phone
3.Excellent Oral and Written Communication skills
4.Hands on Experience on resolving customer issues related to the infrastructure
5.Assist with support of network connectivity| PCs| and VPN connectivity
6.Experience on Remote Desktop Client Softwares
7.Ability to resolve and or provide work around
8.Anticipate customer needs and proactively identifies solutions
9.Enthusiastic Maintain high customer end user satisfaction
10.Strong in Communication skills and inter-personal skills.
11.Should have good experience in troubleshooting hardware issues for both desktops and laptops.
12.Should have experience in Active Directory and desktop engineering
13.Hands on experience on VMware and VDI troubleshooting.
14.Languages Support Canadian French (24x7)
Good-To-Have
1.Ability to think around problems and come up with creative solutions
2.Service Now Ticketing Tool Knowledge
3.Microsoft Certification

Essential

Skills:

Must-Have
1.Knowledge on End User Computing Devices (Laptop Desktop VDI)2.Ability to provide technical support over the phone
3.Excellent Oral and Written Communication skills
4.Hands on Experience on resolving customer issues related to the infrastructure
5.Assist with support of network connectivity| PCs| and VPN connectivity
6.Experience on Remote Desktop Client Softwares
7.Ability to resolve and or provide work around
8.Anticipate customer needs and proactively identifies solutions
9.Enthusiastic Maintain high customer end user satisfaction
10.Strong in Communication skills and inter-personal skills.
11.Should have good experience in troubleshooting hardware issues for both desktops and laptops.
12.Should have experience in Active Directory and desktop engineering
13.Hands on experience on VMware and VDI troubleshooting.
14.Languages Support Canadian French (24x7)
Good-To-Have
1.Ability to think around problems and come up with creative solutions
2.Service Now Ticketing Tool Knowledge
3.Microsoft Certification

Desirable

Skills:

Keyword:

Skills:

IT  Desk

Experience

Required:

6-8

Requirements
Experience (Years): 4-6 Essential

Skills:

• Work with project teams throughout the organization to design, implement, and manage CDN infrastructure using Akamai, to ensure high availability, performance, and scalability for customer facing applications and business processes.
• Handle multiple priorities and assignments with excellence and precision.
• Be a part of a 24/7/365 organization (some after hours support is expected as part of normal on-call rotation).
• Directly support line of business development teams, provide guidance to them on implementation and changes for customer facing applications
• Develop and maintain security protocols and measures to protect CDN infrastructure from cyber threats.
• Monitor and analyze network performance, identifying and resolving issues to optimize content delivery of critical applications.
• Collaborate with cross-functional teams to integrate Akamai CDN solutions with existing systems and applications.
• Collaborate with information security teams to implement DDoS protection strategies and other security measures in the CDN.
• Provide technical support and guidance to clients and internal teams regarding CDN and security best practices.
• Work closely with vendor and professional service teams on delivery related activities and strategy.

Qualifications:

• Bachelor’s degree in Computer Science, Information Technology, or a related field. OR similar work experience.
• Strong understanding of network protocols (HTTP/HTTPS, DNS, TCP/IP).
• Proven experience as a CDN Engineer or similar role, with a strong focus on cybersecurity.
• In-depth knowledge of Content Delivery Network technologies, including caching, load balancing, and content optimization.
• Excellent problem-solving skills and attention to detail.
• Strong communication and teamwork abilities.
• Experience supporting 24/7/365 customer facing applications at enterprise scale.
• Awareness and experience with cybersecurity tools and practices, such as firewalls, intrusion detection/prevention systems, and encryption.
• Proficiency in scripting and automation (e.g., Python, Bash) a plus.
• Relevant certifications (e.g., CISSP, CEH) are a plus but not required.