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Bilingual Service Desk Tech I
CompuCom
Publication date: Nov 24th
Job type: Full Time
Category: Customer Support
View all CompuCom jobs

Company Description

CompuCom is a global technology company that provides IT managed services and infrastructure solutions.

We support 4.4 million users in North America and more than 8 million service desk contacts.

Responsibilities

What You’ll Do

The Bilingual Technical Support Specialist is responsible for troubleshooting and technical support via phone, web-based tools, and email.

He or she provides voice-based and remote technical support to end users for all standard desktop issues and responds to queries. The Help Desk Analyst will run diagnostic programs, isolates problems, determine and implement solutions. He or she must also be able to demonstrate the capability to achieve results under pressure in a fast-paced client-driven environment and have the ability to coordinate and prioritize multiple tasks simultaneously while maintaining attention to detail and quality.
  • IT Service Desk - provides first level technical support through phone, email and chat support (if applicable)
  • Diagnoses and troubleshoots end-user desktop application issues and provides an appropriate solution
  • Performs account management and maintenance for various applications and systems (e.g., creates or modifies user accounts and permissions, and performs password resets). And Active Directory and Exchange preferred
  • Communicates with customers at all levels of technical and non-technical skills sets
  • Support for PCs, laptops, printers, cell phones, and tablets etc.
  • Support end users in their use of applications such as Microsoft Office, VPN, Citrix, ect

Qualifications

What You’ll Need
  • Ability to talk and type accurately at least 30 wpm
  • Sound understanding of customer support, operations, and processes
  • Able to communicate effectively in English & French both written and verbally, with key stakeholders, leadership, partners, team members, other organizations, and customers
  • Ability to coordinate and prioritize multiple tasks simultaneously while maintaining attention to detail and quality

Nice to Have
  • Basic knowledge of ITIL
  • Basic understanding of Service Desk metrics/SLA’s
  • Minimum of 1-year experience working in an IT Service Desk/Inbound Call Center environment – preferred
  • Experience using ITSM Ticketing tools (e.g. Service Now, Remedy) to manage and track incidents preferred
  • Associate’s (or equivalent) degree in Computer Science or Information Technology from a technical school preferred
  • Certification in relevant IT products/technologies a plus

Perks
  • Partnering with some of North America’s top leading brands
  • Benefits waiting period waived
  • Flexible working hours
  • Exposure to diverse IT environment
  • Internal growth opportunities
  • Tuition reimbursement program
  • Free coffee and tea
  • Free parking

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