Senior Regional IT Support Technician (Bilingual)

goeasy Ltd.; Montreal; On-site; CAD 60,000 - 80,000; Full time

Job summary

Join one of Canada's fastest growing companies as an IT Specialist in Montreal. In this on-site role, you will troubleshoot technical issues, manage support tickets, and communicate with all levels of the organization. The role requires being fully bilingual in English and French and offers a structured environment to grow your IT expertise.

Qualifications

• 5+ years' experience in an IT and Infrastructure capacity.
• Proven experience in a Help Desk or customer support role.
• Ability to resolve technical issues for various tech products.

Responsibilities

• Serve as the first contact for technical issues and manage support tickets
• Coordinate resolution of site outages and hardware installations
• Work with third-party vendors to resolve technical problems.

Skills

Bilingual (English and French)

Troubleshooting

Customer Support

Technical Issue Diagnosis

Communication

Tools

Windows 10 & 11

M365

Active Directory

ITSM Ticketing Systems

SCCM

Intune

Job description

Embark on a journey with one of Canada's fastest growing companies – welcome to goeasy! We have been honored with recognitions such as Waterstone Canada’s Most Admired Corporate Cultures , the 2022 Report on Business Women Lead Here , Report on Business for Canada’s Top Growing Companies and TSX30 as one of the best performing companies on the TSX . We've also received the Greater Toronto Top Employers Award and certified as a Great Place to Work . We're on the lookout for the best and brightest to join our team!

Our vision is to provide everyday Canadians a path to a better tomorrow, today. As one of Canada’s leading non-prime consumer lenders, we offer a full suite of products including non-prime leasing, unsecured and secured loans as well as point-of-sale-financing though easyhome, easyfinancial, and LendCare.

What will you be doing?

• Serve as the first point of contact for technical issues for all goeasy lines of business
• Hardware installations, including Imaging and replacing devices
• Manage Support tickets within prescribed SLAs
• Perform remote troubleshooting through diagnostic techniques and pertinent questions
• Determine the best solution based on the issue and details provided by employees
• Walk the employees through the problem-solving process
• Direct unresolved issues to the next level of support personnel or appropriate departments
• Record events and problems and their resolution in ticket logs
• Follow-up and update status and information in tickets
• Identify and suggest improvements on procedures
• Liaise with 3rd party vendors to solve technical problems where appropriate
• Coordinate the resolution of site outages
• Creation of internal purchasing approvals for net-new equipment and services
• Communicate with internal manager, director, and C-level individuals on escalations, as required
• Provide new field users walkthroughs of the technology available to them

What experience do you have?

• Must fully bilingual in English and French
• 5+ years’ experience in an IT and Infrastructure capacity
• Proven experience as an IT Specialist / Help Desk or other customer support role
• Experience with Windows 10 & 11, M365, Active Directory, and ITSM ticketing systems
• Experience with SCCM and Intune is a strong asset
• Good understanding of computer systems, printers, Voice-over-IP, network, mobile devices, and other tech products
• Ability to diagnose and resolve basic technical issues
• Able to work permanently fulltime (37.5 hours / week) in our Montreal, QC office
• Willingness to travel within Canada as needed

This is an on-site position requiring attendance 5 days per week on-site at our Montreal office.

Internal Applicants : please apply through the link and provide written endorsement from your current manager.

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