Description
Our leading retail client is looking for a Bilingual (French/English) Technical Support Analyst to join their team. This will be a contract to permanent hire, 6 month contract to start. This position is an onsite position at their corporate office in Richmond Hill. Hourly rate: $25-27/hr Position Type: Full time: 6-month to Permanent Location : Richmond Hill, ON (5 days on-site) The Technical Support Specialist will troubleshoot and resolve technical issues efficiently. This role involves identifying underlying problems, performing diagnostics, resolving or escalating issues, and ensuring proper follow-up with users. You will also be responsible for monitoring vendor performance and escalating urgent concerns to the appropriate teams. This position requires a solid understanding of IT environments, including end-user support for PC/server applications and hardware. Availability for weekends, evenings, and day shifts is essential. Key Responsibilities: Provide first-level technical support for retail stores and corporate users, including Point-of-Sale (POS) systems, PCs, AS400, telecommunications, networks, RF scanners, and other hardware. Diagnose and troubleshoot technical issues, ensuring timely resolution or escalation when necessary. Collaborate with Network Analysts, Application Specialists, and Telecommunication Analysts to identify and resolve issues. Utilize expertise in Windows and Mac operating systems, Active Directory (AD), and DOS commands to support users. Support Microsoft 365 applications, Adobe software, remote access tools, and imaging software. Apply knowledge of IP architecture protocols (TCP/IP, DNS, WINS) for client/server applications. Maintain high-quality customer service in both English and French. Qualifications & Skills: 1-2 years of help desk or equivalent IT support experience. Diploma or degree in Computer Networking or a related field. Certifications such as A, Network, CCENT, or MCP are a plus. Strong troubleshooting and problem-solving skills. Experience with Windows OS, Active Directory, and DOS command-line functionality. Familiarity with support tools like PC Anywhere, Citrix, and ServiceNow. Knowledge of remote access solutions (VPN, Microsoft Terminal Services). Understanding of Citrix network topology and AS400 technical support (preferred). Ability to adapt to fast-changing environments and seek opportunities for improvement. Strong Excel skills and a valid driver’s license are assets. Must Have: Fully bilingual in French and English
