Bilingual IT Support Technician – Tier 2, Montreal

AtCompucom Staffing,you’re more than just a number. Our employee relationship managers support you throughout your engagement, providing career guidance and reemployment assistance.

Our client has a brand new opportunity for a qualified Bilingual Support Technician to join their team onsite in Montreal, QC.

The 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 orders to ensure a timely resolution.

Must have excellent communication skills both written and verbal.


Duties and Responsibilities:

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 2

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

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

The compensation is accurate as of the date of this posting. The Company reserves the right to modify this information at any time, with or without notice, subject to applicable law.

Compucom Staffing™, a division of Compu Com® Systems, Inc., is an Equal Opportunity Employer.

We provide IT staffing services and solutions to Fortune 1000 companies as well as small and medium business. For more information, visit.


Accessibility:Compucom welcomes and encourages applications from candidates with disabilities. Accommodations are available on request for candidates taking part in the selection process. If you require disability-related accommodation during the recruitment process, please advise Compucom. Compucom will consult with all applicants who request disability-related accommodation during the recruitment process to ensure that the accommodation provided takes into account the applicant's individual accessibility needs.


Existing Vacancy:This posting is for an existing vacancy.


AI Usage
:

Please note, artificial intelligence (AI) may be used to screen, assess, or select applicants for this position.

FRANÇAIS

Chez
Compucom Staffing,vous êtes bien plus qu'un simple numéro. Nos gestionnaires de relations avec les employés vous accompagnent tout au long de votre mandat, vous offrant des conseils de carrière et une aide au réemploi.

Notre client offre une toute nouvelle opportunité à un(e) technicien(ne) de soutien bilingue qualifié(e) de se joindre à son équipe sur site à Montréal, Québec.

Le technicien est responsable de fournir un soutien aux utilisateurs finaux en matière de logiciels, de matériel informatique et d’assistance réseau. L’intervention du technicien de bureau (Desktop Technician) repose sur une expérience…