Rotational Week off – Complete Night Shift) Work from home,
Key Responsibilities (but not limited to): • Answer the Helpdesk telephone, log calls in the services ticketing system, and assist the users in problem resolution. • Facilitate user password resets • Coach users in the use of hardware, software, and file management. • Channel and escalate technically complex problems to the appropriate resources • Perform computer equipment repairs; manage network printers and wireless connectivity. • Install software and computer peripherals • Identify when off-site repairs are required and coordinate with third party vendors • Prepare and test new computer equipment and oversee shipping to new store locations • Provide preliminary assessment of problems which may involve network services and escalate to Level 2 support and management if required. • Maintain and deploy standard hardware image to variety of hardware platforms. • Contribute ideas and solutions to IT Services issues at large • Ensure warranty and registration requirements are fulfilled • Provide Android/iPhone support and front-line telephone support • Document best practices • Perform other related duties as assigned
Desired Skills/Experience:

 Knowledge of desktop computer applications, operating systems, hardware, and networking devices

 1-2 years experience working in a related role (asset)

 knowledge of: Microsoft Windows XP, Windows 7, Microsoft Office 2003 & 2007, PC Hardware Repair, VPN, client-based LAN networking, printers, and good networking skills

 LANDesk end point management skills would be an asset

 VOIP a bonus

 Excellent customer service skills

 Exceptional oral and written communication skills

 Demonstrated problem solving and trouble shooting skills

 Bilingual French is must !!

 Team-player with the ability to work well independently

 Capability to prioritize and multitask; organized and detail-oriented

 Ability to coach and advise clients in a clear and concise manner

 Ability to work effectively in a fast-paced and high demanding environment

 Keen attention to detail

 Proven analytical and problem-solving abilities .

Experience Required: 2+

French Language is must with good technical skills.
Extensive experience troubleshooting Active Directory
Extensive experience troubleshooting Password rest/Password activation
Extensive experience troubleshooting VPN
Extensive experience troubleshooting Desktop support
Extensive experience troubleshooting MS application
Experience troubleshooting Printers