Job Description

Our team is looking to hire an Associate, Service Desk to support various brands, as part of Internet Companies Group (ICG), a division of Bell Canada serving both consumer and business needs across Canada.

LOCATION:

• Longueuil, Quebec

ABOUT THE OPPORTUNITY:
The Bilingual Associate, Service Desk will be responsible for providing technical support and assistance to end-users experiencing computer, software, and network-related issues. The ideal candidate must demonstrate strong problem-solving abilities, excellent communication skills, and be detail-oriented with the ability to document issues accurately and comprehensively.


The successful candidate must be proficient in both French and English, both orally and in writing, and possess a genuine passion for helping others resolve technology challenges.

KEY RESPONSIBILITIES:

• Provide technical assistance and support for incoming queries and issues from end-users related to computer systems, software, and hardware in both French and English
• Install, configure, and maintain computer systems and peripherals
• Manage user accounts and permissions in Active Directory
• Administer email systems and remote access tools
• Record, track, and document the problem-solving process and actions taken through to final resolution in the ticketing application
• Escalate service requests to the appropriate IS or Operational Support teams as required
• Assist with Service Desk/IT projects and initiatives as needed
• Maintain an inventory of IT equipment and supplies
• Ensure compliance with company policies and procedures
• Follow up with customers, provide feedback, and see problems through to resolution
• Develop solutions, answers, and document frequently asked questions for end users in the service desk environment
• Maintain strict confidentiality of information that may be disclosed when working on users' systems
• Other related duties as assigned

WORKING CONDITIONS:

• Hybrid working arrangement, with 2 to 3 days in office or as needed for real-time support needs.

CREDENTIALS:

• Bachelor's degree or College Diploma in Information Technology, Computer Science, or acceptable combination of education, training, and experience
• Professional certifications in information technology or product certifications would be considered assets (CompTIA A+, Network+, or similar)
• Minimum one (1) year's experience in a Help Desk or IT support role with knowledge of advanced computer hardware including mobile devices and virtual environments

LANGUAGE REQUIREMENTS:

• Fluency in both French and English (written and spoken)

SKILLS & ABILITIES:

• Strong knowledge of Windows and Mac operating systems
• Knowledge in O365 Admin (Exchange, SharePoint, OneDrive, and Teams), Active Directory (including Azure AD), and Intune
• Familiarity with Microsoft Office Suite and common business applications
• Basic knowledge of network infrastructure and security principles
• Ability to utilize PowerShell scripting for automation and task management
• Knowledge of ITIL practices
• Excellent communication and interpersonal skills
• Ability to work independently and as part of a team
• Strong organizational and time management skills

(ENGLISH VERSION FOLLOWS)

VOICI CE QUI EST PRÉVU POUR VOUS

Expérimentez une multitude d'opportunités que seule une entreprise en pleine croissance peut offrir en rejoignant une équipe dynamique qui travaille avec vigilance pour remodeler le paysage des télécommunications.

Le cœur et l'âme de notre programme de rémunération sont construits sur les fondations de notre vision, de notre mission et de nos valeurs.

• Un programme de prestations médicales et dentaires d'entreprise de premier plan.
• Nombreux autres avantages.
• Vous aurez des opportunités de croissance et de développement.

La diversité et l'inclusion sont importantes chez nous. Nous apprécions l'unicité de chaque individu et croyons que nos différences nous rendent plus forts. On s'engage à offrir un lieu de travail garantissant l'égalité des chances, le développement et l'avancement pour tous.

QUE SE PASSE-T-IL APRÈS L'ENVOI DE VOTRE CANDIDATURE ?

Si votre candidature correspond aux critères de recherche du responsable, vous pourriez être contacté pour un entretien préliminaire.

En raison du grand nombre de candidatures, tous les postulants n'ayant pas été contactés ne seront pas retenus.

La diversité et l'inclusion sont importantes pour nous. Nous apprécions l'unicité de chaque individu et croyons que nos différences nous rendent plus forts. On s'engage à offrir un lieu de travail garantissant l'égalité des chances, le développement et l'avancement pour tous les employés actuels et futurs.

Des aménagements sont disponibles sur demande pour les candidats participant à tous les aspects du processus de sélection. Pour une demande confidentielle, envoyez simplement un courriel directement à votre recruteur.

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HERE’S WHAT’S IN IT FOR YOU:

Experience a wealth of opportunities that only a growing company can offer by joining a dynamic team that’s vigilantly working together towards reshaping the telecommunications landscape.

The heart and soul of our compensation program is built from the foundation of our vision, mission and values.

• Industry-leading Corporate Medical and Dental benefits program, in addition to many other perks.
• We promote work-life balance with generous PTO.
• We provide a great work environment!
• Opportunities for growth & development.

Diversity and inclusion are very important to us. We appreciate the uniqueness of all individuals and believe that our differences are what make us stronger. We are committed to providing a workplace that ensures equal opportunities, development, and advancement for all.

WHAT HAPPENS AFTER YOU SUBMIT YOUR APPLICATION?

If your application matches the manager’s search criteria, you may be contacted for a pre-screen interview.

Due to high volumes of applications, not all applicants who submit an application will be contacted.

Accommodations are available on request for candidates taking part in all aspects of the selection process. For a confidential inquiry, simply email your recruiter directly.

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