Bilingual Desktop Support Engineer Level 2 (Montreal, QC) in Montreal at Volt

Date Posted: 10/23/2019

Job Snapshot

  • Employee Type:
    Contingent
  • Location:
    Montreal
  • Job Type:
  • Duration:
    48 weeks
  • Date Posted:
    10/23/2019
  • Job ID:
    203113
  • Pay Rate
    $24.62/Hour
  • Contact Name
    Volt Branch

Job Description

We are looking to hire a Bilingual (French-English fluent) Desktop Support Engineer level 2 for our Client in Montreal, QC for approximately a 12 months assignment with the strong possibility of extension through Volt Workforce Solutions Canada.

Job Description:

  • Employer: Volt Workforce Solutions Canada
  • Client: in the IT Industry
  • Location: Montreal, QC, H3N 1X9 Canada
  • Hours per week: 40 ; hours per day: 8
  • Term: 12 months assignment with the possibility of extension
  • Pay Rate: $24.62/hr (T4) + benefits available

** Candidates Must be Eligible to work in Canada without Employment Sponsorship**

** Applicants selected will be subject to a government security investigation and must meet eligibility requirements for access to classified information **

100% FLUENCY in French and English is MANDATORY. The client is not looking for sub-par communication skills.

Job Description POSITION SUMMARY: 

  • Provide professional assistance to internal and external customers having hardware- and software-related problems with their supported desktop, laptop or peripherals.
  • Able to resolve local area networking issues to ensure connectivity to the Corporate network, and work with the Infrastructure and Messaging teams as necessary to resolve incidents.
  • Support is provided in a timely manner in accordance to published SLAs while maintaining a high level of customer satisfactions

POSITION DUTIES AND RESPONSIBILITIES: 

  • Provide Level-2 technical support for supported desktops, laptops, and peripherals. 

  • This includes the following activities: 

    • Correcting hardware problems with supported desktops, laptops and peripherals by coordinating support with OEM vendors.

    • Managing returns on warranted parts and systems. 

    • Packaging and shipping replacement parts to customers. 

    • Maintaining standard software configurations, including troubleshooting, loading and configuring software images, supported applications and drivers. 

    • May participate in development of information technology and infrastructure projects. 

    • Installing, supporting and troubleshooting approved desktop software. 

    • Performing planned maintenance, moves, adds and changes. 

    • Provide support services to employees with technical problems and information technology issues involving desktop, laptops, PDA or network services from local personnel or from employees using network remote access (VPN). 

    • Provides timely resolution of problems or escalation on behalf of the customers to appropriate technical personnel. 

    • Exercises judgment with defined procedures and practices to determine appropriate action. 

    • Creating and maintaining images for standard systems. 

    • Recommends hardware and software solutions, including new acquisitions and upgrades. 

    • Demonstrates good judgment in selecting methods and techniques for obtaining solutions. 

    • Uses skills as a seasoned, experienced professional with a full understanding of industry practices, company policies, and procedures. Requires little day-to-day supervision. 

    • Ability to work on call after hours as required 

    • Communicate effectively with multiple customers and co-workers. 

      • This includes the following activities: 

        • Ability to speak FRENCH and ENGLISH FLUENTLY as a BILINGUAL communicator (written/ spoken)

        • Consulting with the Service Desk on support calls. 

        • Able to communicate highly technical information to both technical and non-technical personnel. 

        • Providing Case status updates to management and end-users. 

        • Providing phone support and diagnostics to remote customers. 

        • Participating in training programs designed to educate customers about basic and specialized applications. 

        • Develops, documents, and implements standard operating procedures and customer service guidelines relating to Desktop Managed Services support

QUALIFICATIONS:

  • Strong customer service skills. 
  • Reliability and a strong sense of responsibility. 
  • Ability to work independently and take ownership. 
  • Solid technical and analytical skills required. 
  • Ability to troubleshoot, support, and repair software and hardware for desktop and laptop computers. 
  • Knowledge of supported Microsoft Windows operating systems. 
  • Experience with Active Directory administration. 
  • Knowledge of installation, configuration, use and troubleshooting techniques of supported versions of Microsoft Office. 
  • Strong interpersonal skills in dealing with a wide range of customers with varying computer abilities. 
  • Experience troubleshooting intermediate complex local area network (LAN) and VPN connectivity issues

EDUCATION and/or WORK EXPERIENCE: 

  • Associate's Degree or equivalent experience required. 
  • A+ Certification recommended, 
  • MCTS, MCITP, MCPD, MCM preferred, 
  • ITIL Certification preferred. 
  • 2-4 years or more of related experience preferred
  • Bilingual work experience in both FRENCH and ENGLISH is a MUST

Volt is an Equal Opportunity Employer