Bilingual Desktop Support

Wawanesa; Toronto; On-site; CAD 60,000 - 70,000; Full time

Benefits offered by this job

Annual bonus plan

Generous vacation time

Premium-free benefits

Pension plan

Job summary

The Wawanesa Mutual Insurance Company is seeking an Information Technology Support Technician I to join our on-site team across North York and Kitchener, ON. You will provide second-level technical support for endpoint devices, maintaining desktop platforms and ensuring security and stability across the enterprise.

You will resolve hardware, software, and device issues, assist with moves, maintenance, patching, and backups, and collaborate with internal and external teams to deliver timely

Qualifications

• 1–3 years in enterprise tech with strong customer service
• Pursuing or holding post-secondary technical certification
• Ability to troubleshoot Windows and Office issues

Responsibilities

• Provide general troubleshooting for hardware, software, printers, mobile devices, and phones
• User account support and application troubleshooting
• Follow defined processes to complete service requests
• Perform hardware lifecycle (procure, deploy, dispose)
• Image and configure computers timely
• Assist with moves of IT equipment across buildings
• Maintain office devices and AV equipment
• Support disaster recovery events and workstation recovery
• Perform system maintenance including patching and backups
• Collaborate with team and stakeholders to fulfill requests
• Escalate when necessary and communicate progress
• Maintain ticketing records for accountability
• Suggest process improvements
• Protect client data and privacy
• Other duties as assigned

Skills

Customer service

Microsoft Windows

Networking

Mobile devices

Printer hardware

Communication

Teamwork

Problem solving

Time management

ITIL knowledge

Education

Post-secondary technical certification

Tools

Microsoft Office

Apple iOS/Android device support

Job description

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Job ID:10380

Employment Type: Existing Role

Work Environment: This role requires you to work on site. You may work from any of the following locations: (North York), ON; Kitchener, ON.

Working Business Language: Bilingual in French and English

Salary: At Wawanesa, salary is only one component of a holistic, comprehensive and competitive offering that we provide to our employees. In addition to salary, full-time and part-time permanent employees are eligible for an annual bonus plan, leave of absence top-up programs and provided with generous vacation time, personal days, premium free benefits and pension plan.

The salary offered for this role is determined with consideration to various factors, including but not limited to: your work location, local labour market conditions, external market salary data, internal pay equity and the knowledge, skills, experience and anticipated proficiency in the role. The salary offered is estimated to be within the following range: $60.,000- $70,000. Candidates with salary expectations outside of the range are still encouraged to apply.

About The Wawanesa Mutual Insurance Company
F ounded in 1896, The Wawanesa Mutual Insurance Company is one of Canada’s largest mutual insurers, fully owned by its more than 1.8 million members. Headquartered in Winnipeg, Wawanesa is the parent company of WSI™, a specialty insurer delivering tailored solutions built around unique needs; Wawanesa Life, a provider of life insurance products; and Western Financial Group, a leading national distributor of personal and commercial insurance.

Wawanesa is committed to helping communities thrive in a changing world. The company invests more than $4 million annually in charitable initiatives, including $2.5 million each year to support people and communities on the front lines of climate change. Learn more at wawanesa.com.

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We are currently looking for dedicated, driven, and enthusiastic individuals who thrive in an environment that welcomes change and are looking for an opportunity for diverse experience and advancement on a growing team.

Job Overview

Working under general supervision, the Information Technology Support Technician I supports Wawanesa’s endpoint devices by providing second level technical support and assistance. The Technician performs maintenance activities throughout a specific region or across the enterprise to keep the desktop platform current, secure and stable.

Job Responsibilities

• Provides general troubleshooting for hardware, software, printers, mobile devices, and phone related issues, in accordance with established service levels.
• Provides timely user account support and troubleshooting for various applications.
• Follows pre-defined processes to complete service requests.
• Executes hardware lifecycle process (procure, deploy and dispose).
• Images and configures computers on a timely basis.
• Assists with moves of all IT related equipment inclusive of computers, peripherals, phones and printers.
• Maintains functionality of office machines, such as audio/visual equipment, UPS, security cameras, etc.
• Executes workstation recovery events including issue resolution and providing guidance to staff during disaster recovery events.
• Performs system maintenance activities, including application patching and backups.
• Works with others, both internally and externally, to complete requests and issues in a productive and courteous manner.
• Uses sound judgement to review and escape issues as required.
• Communicates progress and escalates for assistance.
• Maintains ticket creation/retrieval to ensure accountability and accurate follow-up, escalating when necessary.
• Makes suggestions for process updates or changes for efficiency.
• Protects client data and privacy.
• Performs other duties as assigned.

Qualifications

• 1 to 3 years’ experience working in a diverse enterprise technology environment with a focus on strong customer service.
• Obtained or currently pursuing post-secondary technical certification. Experience may substitute for education or certification.
• Basic skills in solving Microsoft Windows and Microsoft Office issues.
• Experience with deploying and supporting mobile technologies such as Apple and Android devices.
• Experience with diagnosing desktop hardware issues.
• Knowledge of supporting printer hardware and software.
• Knowledge of networking and telephony platforms.
• Working knowledge of Microsoft Windows and Microsoft Office suite.
• Ability to lift up to 30 lbs. on a daily basis.
• Requires high mobility throughout several buildings or branches, including the ability to meet the physical demands of lifting, squatting, bending and pushing carts with heavy equipment.
• Requires a flexible work schedule. On occasion work will be done outside normal business hours to accommodate business needs.
• Good communication, negotiation and customer service skills with the ability to clarify and ensure understanding.
• Good organizational skills by prioritizing and reprioritizing tasks appropriately.
• Ability to maintain professionalism and decorum, while multi-tasking in a fast paced and detail-oriented atmosphere.
• Ability to work collaboratively with team members and share knowledge.
• Ability to maintain confidentiality when working with sensitive data.
• Basic troubleshooting and problem-solving skills.
• Good time management and attention to detail to ensure completion of tasks in an accurate and timely manner.
• Basic knowledge of ITIL processes is considered an asset.

Diversity Equity, Inclusion& Belonging
At Wawanesa, we are committed to Diversity, Equity, Inclusion and Belonging (DEIB) and believe that our strength lies in the diversity of our people – this is supported by having a representative workforce.

We welcome applications from all qualified candidates, including racialized persons, women, Indigenous Peoples, persons with disabilities, members of the 2SLGBTQIA+ community, gender-diverse and neurodiverse individuals, and anyone who can contribute to the further diversification of thought and ideas.

We aim to ensure our recruitment process is accessible to all candidates. If you require accommodations during any stage of the recruitment process, please reach out in confidence to [e-mail] .

Please note that the recruitment process this position may involve the use of AI tools to screen, assess, or select applicants. All final decisions are taken or reviewed by human recruiters and human hiring leaders in compliance with all applicable legislation.