French speaking (bilingual) Service Desk Technicians

Date: Posted 14-Nov-2013, Closing 01-Sep-2014 (PST)

Department: Technology

Location: Richmond, BC, CAN

Pay Rate: Starting $38 -42k

Pay Type: Salary

Benefits: Health and life insurance

Employment Type: Full Time

Classification: Technology

 Successful canidates MUST be able to speak and operate IT support in French and English.


The Service Desk Technician is responsible for handling first level support of service requests.  This relates to all technology, to include: workstations, servers, printers, smart phone, phone systems networks, and vendor specific hardware and software.


Essential Duties and Responsibilities:                                                                     

  • IT Support relating to technical issues involving Microsoft's core business applications and operating systems
  • Support of disaster recovery solutions
  • Basic technical support at the network level: WAN and LAN connectivity, routers, firewalls, and security
  • Basic remote access solution implementation and support: VPN, Terminal Services, and Citrix
  • Monitor the remote monitoring and management system alerts and notifications, and respond accordingly through service tickets
  • System documentation maintenance and review in company tools
  • Communication with customers as required: keeping them informed of incident progress, notifying them of impending changes or agreed outages


Additional Duties and Responsibilities:

  • Improve customer service, perception, and satisfaction
  • Fast turnaround of customer requests
  • Ability to work in a team and communicate effectively
  • Work with the Service Desk Dispatcher to ensure requests are routed to the proper resource in order to be resolved quickly and efficiently
  • Escalate service requests that require engineer level support
  • Responsible for entering time and expenses in PSA Tool as it occurs
  • Understand processes in PSA tool by completing assigned training materials and blueprints on the company intranet
  • Enter all work as service tickets into PSA tool


Knowledge, Skills, and/or Abilities Required:   To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

  • Advanced understanding of operating systems, business applications, printing systems, and network systems
  • Interpersonal skills: such as telephony skills, communication skills, active listening and customer-care
  • Diagnosis skills of technical issues
  • Ability to multi-task and adapt to changes quickly
  • Technical awareness: ability to match resources to technical issues appropriately
  • Service awareness of all organization's key IT services for which support is being provided
  • Understanding of support tools, techniques, and how technology is used to provide IT services
  • Typing skills to ensure quick and accurate entry of service request details
  • Self-motivated with the ability to work in a fast moving environment
  • Personal motivation to do 100% complete work
  • Essential skill of striving for excellence in all facets of work performed






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