Bilingual Technical Support Specialist (Onsite)

Bilingual Technical Support Specialist (Onsite)

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Vancouver, British Columbia

Engineering & Technical

Permanent

28/11/2022

114002

If you are a talented and experienced full-time Bilingual Senior Technical Support Specialist, Aplin has partnered with a Montreal-based company in the manufacturing industry. This is an exciting opportunity to work for an established organization with multiple government and public sector contracts in its repertoire.  
 
As a Bilingual Senior Technical Support Specialist, you report to the Director of IT and will be the main point of contact for all technical support issues, working with a wide variety of software, hardware, and tools, and be an escalation point for junior support team members as a senior member.
 
You will also get the opportunity to be exposed to system network and security tasks to improve the organization's security. 
 
Responsibilities: 
  • Provide remote and on-site tiers 1-3 technical support to employees
  • Install, configure, and maintain a vast array of IT environments and systems, including LAN/WAN/Wi-Fi networks, Firewalls, Servers, Storage, Cloud Services, and End-User support
  • Create and update standards, procedures, and checklists to ensure consistency across the company and internal documentation
  • Responding to and assisting with IT issues while meeting customer service and response time (SLA) objectives.
  • Develop strong relationships with vendors, technical, operations, and management teams with an overall goal of improving customer service and satisfaction
  • Troubleshoot systems issues with ambiguous information
  • Monitor support queue to respond to issues promptly
  • Document all work in the ticketing system and keep other team members informed of the status of issues resolution
  • Proactively ensure servers are being backed up and are recoverable
  • Participate in technical meetings, initiatives, and discussions to improve service delivery
  • Analyze current technical designs, risks, and issues, proposing new and effective solutions
  • Assist junior technicians with anything requiring escalation
  • Other duties as assigned
Qualifications:
  • Post-secondary education or certification 
  • 4-6 years of experience in IT providing tier 1,2 and/or 3 support. 
  • Knowledge of Firewall configuration (either Sophos XG, SonicWALL, Meraki, Cisco ASA, or Palo Alto)
  • Understanding of network technology (TCP/IT, VLAN, VPN, DNS, SSL)
  • Knowledge of virtualization (such as VMware or Hyper-V)
  • Experience installing and supporting VOIP
  • Experience working in a Windows-based environment (IOS/MAC is an asset)
  • Active Directory, Exchange, and O365 are a must
  • Experience with remote access software and ticketing systems
  • Flexible work schedule, ability to work on a rotational on-call basis (but mostly 9-5 pm), and on-site in Vancouver
  • Bilingual in English and French 


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