Bilingual IT Service Technician / Technicien(ienne) bilingue du Service TI

At Flynn, it's not just a job, it's a career

Bilingual IT Service Technician to work from our Ottawa office, reporting to the Director, IT Operations.

The primarily focus of this role will be on handling day to day end user tickets and user queries, end user computing hardware and application management and troubleshooting (including mobile device, printers, and computers). The role will require a mix of technical, strong communication, and customer service skills.

We are a collaborative and innovative team of high performing individuals working together to provide technology service and support to our internal customers while maintaining a high level of quality and customer experience. We stand proudly for our people and support their success through career development and advancement.

A Day in the Life

1. Provide support to our client groups, through verbal and written French/English communication
2. Respond to telephone calls, e-mails, and other requests for technical support in a timely manner
3. Provide excellent customer service and demonstrate courteous and professional behavior
4. Demonstrate a consistent sense of urgency and follow-up on open issues to ensure a satisfactory and timely resolution is achieved
5. Ensure that all support requests are appropriately logged and managed within the ticketing system, including decisions and actions taken to achieve a successful resolution
6. Ensure the ongoing protection and integrity of the IT systems
7. Manage, deploy, and support computers, peripherals, software, printers, telephony, mobile devices and other technologies
8. Evaluate, recommend, and implement solutions, knowledge base articles and documentation for end user and IT agent use
9. Prompt escalation of tickets to the appropriate teams or individuals
10. Maintain and update inventory and receipts of all end user hardware
11. Other responsibilities and projects as assigned
12. Must be available to work rotating schedules which include evenings, and some weekends and holidays
13. Some travel is required

Exigences :

1. Fournir un soutien à nos groupes clients, par le biais de communications verbales et écrites en français et en anglais.
2. Répondre aux appels téléphoniques, aux courriels et aux autres demandes d'assistance technique dans les meilleurs délais.
3. Fournir un excellent service à la clientèle et faire preuve d'un comportement courtois et professionnel.
4. Faire preuve d'un sens de l'urgence constant et assurer le suivi des questions en suspens afin de garantir une résolution satisfaisante et rapide.
5. Veiller à ce que toutes les demandes d'assistance soient correctement enregistrées et gérées dans le système de tickets, y compris les décisions et les mesures prises pour trouver une solution satisfaisante.
6. Assurer la protection et l'intégrité des systèmes informatiques.
7. Gérer, déployer et soutenir les ordinateurs, les périphériques, les logiciels, les imprimantes, la téléphonie, les appareils mobiles et d'autres technologies
8. Évaluer, recommander et mettre en œuvre des solutions, des articles de la base de connaissances et de la documentation à l'intention des utilisateurs finaux et des agents informatiques
9. Transmettre rapidement les tickets aux équipes ou aux personnes appropriées.
10. Maintenir et mettre à jour l'inventaire et les reçus de tout le matériel de l'utilisateur final.
11. Autres responsabilités et projets assignés
12. Vous devez être disponible pour travailler selon des horaires variables, y compris le soir et certains week-ends et jours fériés.
13. Certains déplacements sont nécessaires.

What We Are Seeking

1. Must be Bilingual French and English in verbal and written communication, with the ability to translate documents
2. A self-starter, a passion for IT and the ability to work in a dynamic team environment
3. Degree or diploma in Computer Science/Networking or related field
4. 2+ years related work experience
5. Microsoft or other industry certifications such as A+, N+, ITIL considered an asset
6. Proven analytical and problem-solving skills
7. Excellent communication skills (written and verbal)
8. Excellent interpersonal skills
9. Willing to speak up and share ideas with the team
10. Willing to question the status quo
11. Be able to give and take criticism

About You

1. Knowledge of Active Directory and Exchange account management, troubleshooting of computer hardware and software, VOIP/telephony support, mobile device support, networked multifunction printer maintenance, audio visual / meeting / collaboration systems support, and IT service tools
2. Experience with Windows based desktop/server operating systems, and mobile device operating systems.
3. Knowledge of supporting various client-side software such as Microsoft 365 Apps, MS Teams (including room systems and phone system). Experience with supporting hardware and software for a manufacturing plant and engineering is an asset
4. General knowledge of a range of diagnostic and logging tools
5. Technical and non-technical writing of end user communications and articles for all technologies supported by the IT support team

What We Offer

1. Funded training and development programs
2. Very well-equipped on-site gym
3. Dental and supplemental medical plan
4. RRSP contributions
5. Employee and Family Assistance Program
6. Excellent on site, subsidized cafeteria