Bilingual Technology Support Services Analyst

If you are a talented and experienced Bilingual (French) Technology Support Services Analyst, Aplin has the right opportunity for you! Our client, a leader in their field, has partnered with Aplin to grow their team in Vancouver, British Columbia!

Key Responsibilities
The primary responsibilities of this role include:

• Provide first-level contact and problem resolution for end users experiencing hardware, software, or application issues.
• Research and resolve user-reported problems using available tools and in accordance with established procedures and escalation policies.
• Conduct testing and report results for new applications and/or updates to existing applications, when applicable.
• Maintain up-to-date knowledge of all firm-owned application software.
• Manage assigned incident and support request tickets effectively.
• Log issues in the ticketing system, resolve and close tickets, escalate as required, and follow up with clients to ensure resolution.
• Support application project activities as needed.
• Act as a subject matter expert (SME) for assigned systems and/or functions, when applicable.
• Assist with research, planning, and execution of special projects.

Key Competencies

• University degree or college diploma in Information Technology, or equivalent combination of work experience and certifications.
• A minimum of five years’ experience in Help Desk and/or Field Support within a professional services or corporate environment.
• High proficiency with computers and associated hardware/software components.
• Expertise with recent versions of Microsoft Windows, Microsoft Office Suite, Active Directory administration, and Citrix environments.
• Experience working with mobile devices and tablets, including management through a Mobile Device Management (MDM) system.
• Experience supporting legal-specific applications within a legal environment is considered a strong asset.
• Excellent written and verbal communication skills.

Other Requirements

• Strong customer service orientation and the ability to deliver exceptional client support.
• Effective team player with strong organizational and time-management abilities.
• Well-developed analytical and problem-solving skills, with the ability to manage multiple priorities.
• Demonstrated ability to work independently, follow instructions, and take initiative with minimal supervision.
• Willingness to work overtime when required.
• Availability to provide after-hours on-call support and/or work a split-shift schedule as needed.

David Aplin & Associates Inc., operating as Aplin, and its associated brands, CompuStaff and Impact Recruitment, is an award-winning employment agency connecting diverse, top-tier talent with exceptional organizations across North America. We welcome applicants from all backgrounds and charge no fees to apply or engage with our recruiters. Our clients partner with us to help expand and diversify their teams. Please note that all applicants must be legally entitled to work in Canada, including holding any necessary work permits.