Bilingual (FR / EN) Technical Support Agent

STAPLES Canada; Richmond Hill; On-site; CAD 50,000 - 75,000; Full time

Job summary

A leading retailer in York Region is seeking a Bilingual Technical Support Agent to manage technical issues and ensure high levels of user satisfaction. The role involves troubleshooting problems, providing system support, and collaborating with analysts. Excellent communication skills and bilingualism in French and English are mandatory. This position offers health and dental benefits, performance bonuses, and a dynamic work environment.

Benefits

Health and Dental benefits

RRSP / DPSP

Performance bonuses

Qualifications

• Candidate must have valid driver’s license.
• Knowledge of AS400 technical support is an asset.
• Ability to work with Excel is an asset.

Responsibilities

• Manage resolution of technical problems for users.
• Provide first level system support to users.
• Interact with analysts to resolve problems.
• Monitor vendor performance and escalate issues.

Skills

Excellent communication and customer service skills

Excellent troubleshooting and diagnostic skills

Bilingual in French and English

Working knowledge of PCs and Windows operating systems

Working knowledge of Active Directory

Solid understanding of IP architecture protocols

Proficient with support tools (PC Anywhere, Citrix)

Experienced with remote access software

Experience with ServiceNow Call Tracking database

Knowledge of Citrix Network Topology

Ability to adapt to rapid changes

Tools

ServiceNow

PC Anywhere

Citrix

Office 365

Adobe

Job description

Overview

Bilingual (FR / EN) Technical Support Agent

Job Description

Some of what you will do :

The Support Specialist is responsible for managing the resolution of problems in a timely manner which includes recognizing the underlying problem, performing troubleshooting, resolving or escalating problem calls, and following up with users to confirm proper resolution. Support Services Analyst must also monitor vendor performance and escalate high priority problems and issues to the Team Leader and Second Level Team.

Require experience and understanding of the I.S. environment including supporting end-users for PC or server applications and hardware.

Be willing to work weekends, evenings, and day shifts.

Specifically, You Will :

• Provides first level system support to all retail stores and home office users for Point-of-Sale systems, PC’s, AS400, telecommunication, Networks, RF scanners and other hardware.
• Interacts with Network Analysts, Application Specialists and Telecommunication Analysts to identify and resolve problems.
• Contribute ideas and observations to the Team Leader to improve the efficiency of the Support team in achieving phone and SLA thresholds.
• Accountable for troubleshooting and resolving client issues on both a proactive and reactive basis

Some of what you need :

• Excellent communication and customer service skills a must.
• Excellent troubleshooting and diagnostic skills
• Bilingual in French and English is mandatory
• Working knowledge of PCs and Windows operating systems.
• Working knowledge of Active Directory, and DOS command line functionality.
• Solid understanding of IP architecture protocols (TCP / IP, DNS, WINS) and how they are applied to client / server applications.
• Proficient with support tools (PC Anywhere, Citrix), imaging tools and common software applications, (Office 365, Adobe, SAV)
• Experienced with remote access software (VPN, Microsoft Terminal Services)
• Experience with ServiceNow Call Tracking database
• Takes initiative, seeking opportunities for change, growth and improvement
• Ability to adapt to rapid changes in procedures and processes in a dynamic environment.
• Knowledge of AS400 technical support would be an asset
• Knowledge of Citrix Network Topology
• Ability to work with Excel is an asset
• Candidate must have valid driver’s license

Some of what you will get :

• Health and Dental benefits
• RRSP / DPSP
• Performance bonuses

LI-Onsite

About Us

Staples Canada is an equal opportunity employer committed to diversity and inclusion and we encourage applications from all qualified candidates, including those with disabilities.

About the Team

About the Team At Staples Canada we are dynamic, inspiring partners to our customers and the communities in which we live. As The Working and Learning Company, we inspire people to work smarter, learn more and grow every day. We’re looking for curious, approachable, and passionate individuals who love finding solutions. If that’s you, let’s work, learn, and grow together. We are building an inclusive and diverse team Staples Canada is continuously working towards creating an inclusive and diverse work environment. We welcome, value and thrive on perspectives and contributions from backgrounds that vary by race, gender, sexual orientation, gender identity or expression, lifestyle, age, educational background, national origin, religion or physical ability. If you have a disability or special need that requires accommodation, please let us know.