Qualification:

• +2 with experience or Technical Diploma
• Ability to read, write and speak in Canadian French, Native speakers is preferred 

Roles & Responsibilities:

• Responds to user questions and inquiries via telephone, email, web and other communication methods
• Enters, assigns and tracks service requests in the on-line work-order system. Refers service issues to IT management.
• Provides technical support and solves the basic and more advanced routine user hardware and software problems or questions including desktop computer hardware and software and enterprise system software
• Provides professional, courteous, prompt and accurate support and solutions to users. enterprise system software
• Communicates, analyzes and troubleshoots routine user problems and provides proper solutions or remedies.
• Properly documents problem ticket into on-line Help Desk System.
• Assists other IT technical staff in providing users feedbacks and user statistics.
• Establishes priorities on Help Desk tickets based on established helpdesk and departmental guidelines and procedures.
• Updates Help Desk database information.
• Follows up and communicates ticket information to users when appropriate.
• Creates and administers new user accounts, passwords, and privileges/rights as assigned and directed by system administrators.
• Assists with desktop and laptop imagining and installation as needed.
• Assists in the operations of enterprise systems as needed
• Create and updates user accounts creation as needed
• Follows help desk and departmental guidelines and operating procedures.
• Work closely with senior helpdesk and other IT staff to acquire additional technical and nontechnical knowledge. 

Experience (No of years):

             1+ years’ experience in 24x7 operations supporting Canadian French 

 Technical Skill: 

• Troubleshooting skills on desktop and shrink-wrapped applications (MS office, Adobe, Apple, Google, etc.)
• Very good knowledge on VPN concepts and working experience in VPN troubleshooting
• Working experience in Internet troubleshooting and wireless routers
• Knowledge on active directory, domain controllers and good exposure to active directory concepts
• Working experience in password reset tools and self
• Troubleshooting experience using remote control tools (example: Bomgar, LogMeIn, TeamViewer)
• Trouble shooting skills and experience in handling Exchange (Outlook)/Lotus Notes environment