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

Date Posted: 5/25/2019

Job Snapshot

  • Employee Type:
    Contingent
  • Location:
    Montreal
  • Job Type:
  • Duration:
    12 weeks
  • Date Posted:
    5/25/2019
  • Job ID:
    175007
  • Pay Rate
    $24.62 - $24.62/Hour
  • Contact Name
    Volt Branch

Job Description

I am looking to hire a Bilingual Desktop Support Engineer Level 2 position for our Client in Montreal, QC for approximately a 3 months assignment minimum with the strong possibility of extension through our Company Volt Workforce Solutions Canada.

Job Description: 

  • Client: in the IT Industry and their end client is in the transportation industry for this project
  • Employer: Volt Workforce Solutions Canada
  • Job title:  Bilingual Desktop Support Engineer Level 2 (Network/ Operations)
  • Start date: ASAP or as of May 1st 2019
  • End date: 3 months from start date with the strong possibility of extension for a multi-year contract
  • Pay Rate: $24.62/hr (T4) + 4% accrued vacation pay + benefits
  • Location: Montreal, QC H3N 1X9
  • Shift:   Mon-Fri Anywhere from 8am-6pm EST
  • Number of Positions open: 2

*Note: The Manager is looking to review Serious and Interested Candidate Applications the end of this week*

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

Manager notes:

  • The 3 month contract has high potential to work into a multi-year contract 
  • Selected Candidate must have at least 5 or more years of experience, with functional experience and skills in a large user base for Windows Environment
  • Experience working with Active directory, & needs to be able to troubleshoot/support deskside as well as remote.
  • A+ recommended
  • Experience with PCs, iPads/iPhones
  • The purpose of this role is to service PCs, iPhone, iPad for the end client in Montreal
  • The mandate is to swap and replace defective hardware under warranty.
  • The field tech will service this customer out of Montreal, Canada.
  • Experience level should equate +- 5 years of experience.

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 (LAN) 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.
  • Desk side/remote system support for 300 onsite users and 450 remote users. 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 the 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
    • Communicates effectively with multiple customers and co-workers. This includes the following activities:
      • 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 REQUIRED:

  • 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 or 5 years of IT support experience
  • Experience providing Desk side/remote system support for onsite users and remote users
  • Must be fluent in French and English
  • Must be able to work the shift hours from Mon-Fri  (while working in a team) + on-call if required, on-site in Montreal, Quebec

Volt is an Equal Opportunity Employer