IT Support (French)

Fluent in French and English are mandatory

Tasks and Responsibilities

• Maintain the integrity of all computer workstations and associated software within the organization
• Act as the main point of contact for employees who are experiencing computer issues
• Ongoing maintenance and future planning needs of the company's desktop infrastructure
• Monitor the performance of the company's desktop infrastructure and make suggestions for improving efficiency
• Evaluate applications and software patches for desktop applications to see if they will solve desktop issues
• Resolve software, hardware and device issues reported by the end users
• Installation, configuration and ongoing usability of desktop hardware and software
• IT support relating to technical issues involving Connect client
• Support services for Client standard technologies including basic troubleshooting of Exchange and adds/moves/changes for AD accounts
• Work with the project management team on PC builds and network equipment deployments
• Troubleshoot PC connectivity issues
• Troubleshoot network elements including ISP circuits, firewalls, network switches, wireless equipment and telephone system
• Installation of packaged software and authorized 3rd party software
• Remote access solution (VPN) implementation and support
• Document and update the local client environment
• Escalate service issues when required
• Communication with customers/end users as required, keeping them informed of incident progress, notifying them of impending changes or agreed outages
• Monitor network performance for availability, utilization and latency. Take the appropriate measures to resolve throughput issues, escalating to the support team as required
• Oversee the maintenance and tracking of assets
• Business Continuity & Disaster Recovery testing
• Advise and train staff on computer operations and software applications

Requirements

• A strong understanding of Information Technology; trends, products and solutions
• Experience of maintaining high performing service support functions including IT Service Desk, Desktop Support and 2nd line technicians
• Knowledge of business development, especially spotting and developing business opportunities with the customer
• Customer focused with a passion and drive for customer satisfaction and delivering business values
• Excellent communication and negotiation skills with strong service orientation
• Willingness to travel when required
• Multitasking as well as ability to “think outside of the box”
• Fluent in English and native or near-native in French