IT Support Representative – Bilingual Full Time

Job Purpose

Our client is a multinational insurance firm that has developed leading edge software products in their industry.  The IT Support Representative is responsible for providing technical support to both staff and insurance advisors.  As part of the Helpdesk team, the IT Support Representative works interactively with the Manager, IT Support Services, and other IT Support and Network Infrastructure team members.

Location

Toronto or Quebec City

Responsibilities

·        Provide IT support in person, by phone, email, and by connecting remotely

·        Answer calls and handle Helpdesk tickets for Ontario, Quebec and Atlantic offices and back up western IT Support team members

Support for staff in the following areas:

·        Troubleshoot and document IT issues, including Windows, MS Office, proprietary software, insurance company software, network connectivity, viruses, websites and systems.

·        Set up and support personal computer and shared equipment, including desktops, laptops, monitors, printers, scanners, VOIP desk and conference phones, projectors, MFPs

·        Track equipment assignment changes using EZOffice Inventory system

·        Coordinate setup and IT orientation for new employees

·        Ship and receive equipment

·        Occasional travel may be required

Support for advisors in the following areas:

·        Troubleshoot and document issues for proprietary insurance software

·        Access and support for websites and systems

Education, Experience and Skills

·        Must be fluently bilingual in French and English

·        Degree or diploma in an IT area and 5 years experience in an IT support role

·        A+ and Microsoft certification

·        Technical proficiency with personal computer equipment and software, Windows, Microsoft Office. Strong understanding of network concepts and services

·        Outstanding problem solving ability

·        Self-motivated with outstanding time management, prioritization and organizational skills

·        Effective documentation skills and diligence in ticketing and recording technical information

·        Excellent written and verbal communication skills

·        Genuine desire to provide superior quality service

·        Team player with good interpersonal skills and proven ability to build relationships

·        Ability to handle multiple tasks and move between projects continuously

·        Ability to handle confidential information in a professional manner

·        Experience in the insurance or financial services industry is preferred

·        Must be able to lift up to 40 lbs. on a regular basis