Hybrid Associate, Service Desk bei Distributel

Our team is looking to hire an Associate, Service Desk to support various brands, as part of Internet Companies Group (ICG), a division of Bell Canada serving both consumer and business needs across Canada.

LOCATION:

• Longueuil, Quebec

ABOUT THE OPPORTUNITY:
The Bilingual Associate, Service Desk will be responsible for providing technical support and assistance to end-users experiencing computer, software, and network-related issues. The ideal candidate must demonstrate strong problem-solving abilities, excellent communication skills, and be detail-oriented with the ability to document issues accurately and comprehensively.

The successful candidate must be proficient in both French and English, both orally and in writing, and possess a genuine passion for helping others resolve technology challenges.
 

KEY RESPONSIBILITIES:
 

• Provide technical assistance and support for incoming queries and issues from end-users related to computer systems, software, and hardware in both French and English
• Install, configure, and maintain computer systems and peripherals
• Manage user accounts and permissions in Active Directory
• Administer email systems and remote access tools
• Record, track, and document the problem-solving process and actions taken through to final resolution in the ticketing application
• Escalate service requests to the appropriate IS or Operational Support teams as required
• Assist with Service Desk/IT projects and initiatives as needed
• Maintain an inventory of IT equipment and supplies
• Ensure compliance with company policies and procedures
• Follow up with customers, provide feedback, and see problems through to resolution
• Develop solutions, answers, and document frequently asked questions for end users in the service desk environment
• Maintain strict confidentiality of information that may be disclosed when working on users' systems
• Other related duties as assigned

WORKING CONDITIONS:

• Hybrid working arrangement, with 2 to 3 days in office or as needed for real-time support needs.

CREDENTIALS:

• Bachelor's degree or College Diploma in Information Technology, Computer Science, or acceptable combination of education, training, and experience
• Professional certifications in information technology or product certifications would be considered assets (CompTIA A+, Network+, or similar)
• Minimum one (1) year's experience in a Help Desk or IT support role with knowledge of advanced computer hardware including mobile devices and virtual environments

LANGUAGE REQUIREMENTS:

• Fluency in both French and English (written and spoken)

SKILLS & ABILITIES:

• Strong knowledge of Windows and Mac operating systems
• Knowledge in O365 Admin (Exchange, SharePoint, OneDrive, and Teams), Active Directory (including Azure AD), and Intune
• Familiarity with Microsoft Office Suite and common business applications
• Basic knowledge of network infrastructure and security principles
• Ability to utilize PowerShell scripting for automation and task management
• Knowledge of ITIL practices
• Excellent communication and interpersonal skills
• Ability to work independently and as part of a team
• Strong organizational and time management skills