Bilingual Support Engineer

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About the Job

Our client has a requirement for a Bilingual (English and French) Support Engineer for a 1 Year Contract opportunity.  The position is located in Mississauga, ON.

What makes this Special

Our client is one of the largest computer technology corporations in the world. They develop, manufacture, license, and support a wide range of software products for computing devices.  Known for what is generally described as a developer-centric business culture, they are a worldwide leader in software, services and solutions that help people and businesses realize their full potential.

Role

The Bilingual Support Engineer will provide our client’s customers with the highest quality support in the industry via telephone and electronic media. As a Support Professional, they will be required to collaborate with their peers to resolve customer issues and problems. The support Technician will also need to display initiative to help with overall team success and effectiveness. Additionally, Support Professionals are expected to submit articles/solution objects to the Knowledge Base and possibly make technical presentations within the department.

The Support Professional will have both external and internal contact. External contact will include the Client’s Customers and internal contact will include Support Professionals (FTE’s and Vendors), Team Managers, Customer Advocate, Service Representatives, Technical Routers , Process and Training Coordinator, other GTSC/CPBA Support Professionals and Individual contributors

Responsibilities

• Possess and utilize strong ability to provide complex customer service, fixes and support with respect to PC/device repair. Specific examples might include, but are not limited to some of the following:
  • Performing difficult diagnostic repair on client machines
  • Analyzing results
  • Backup and recovery
  • Research and resolve technical issues
  • Developing solutions including interfaces, services, utilities or customer requests.
  • Hot fixes for hardware and peripherals
  • Implementing solutions
  • Isolate unique or difficult customer support scenarios or root causes
  • Ensure accurate technical support, support resource gaps, and identification of support quality improvement opportunities, needs and issues
• Ability to take initiative and work in a fast-paced environment while balancing multiple demands, addressing shifting priorities, and maintaining focus.
• Deliver technical support via telephone and electronic media that generates high levels of customer satisfaction (During idle phone time, the Support Professional will work on web cases or will perform research for on-going cases)
• Demonstrate customer focus and contribute to the organization’s Customer Satisfaction goal of 80% Vsat and less than 5% Vdissat
• Collaborate and consult with team on technical issues for a timely resolution
• Meet established service delivery guidelines such as Customer Satisfaction, Phone Based Activities, Days to Solution, Schedule adherence, Case Documentation and Case Wellness
• Follow team processes for service delivery
• Commit to continuous learning in an effort to keep current with industry changes (ie. Obtain MCDST certification)
• Deliver training for new product launches, or new hire training based on area of expertise (ie. Windows XP, Word, Excel, Games, etc)
• Become a Champ (expert and information disseminator) for at least one supported technology
• Recommend and develop process improvements; show initiative in contributing to the overall improvement and effectiveness of the DFT
• Review and write technical and or procedural articles/solution objects for Knowledge Base
• Confidently make moderately complex technical presentations to internal or external audiences

Requirements or Qualifications

Qualified Candidates will have:

• Strong Microsoft Product technical knowledge with Windows 7 and Office 2010 and experience supporting them is required
• Experience supporting Windows clients and specifically home users, as opposed to internal server support
• Hardware support/troubleshooting experience will be preferred
• Broad exposure to technology in general, depth of knowledge in the Operating Systems (including IE/Security/PC Safety) and troubleshooting knowledge of the Applications (Outlook, Word, Excel, PowerPoint, etc)
• Good communication, problem-solving and interpersonal skills
• Minimum of 1 year work experience in IT field
• Bilingualism required (English and French, oral and written)
• Ability to work independently and in teams in high pressure situations (ie. new product launches)
• Ability to work rotating shifts, including evenings and weekends
• Completion of University/College degree/diploma is an asset
• MCDST or MCSE certification is an asset
• Desired Competencies: Customer Focus,  listening, understanding and responding, teamwork, commitment to continuous learning, analytical thinking, conceptual thinking, composure and self-confidence
• Understanding of operation support, previous OEM support is a plus
• Ability to come up-to-speed quickly on new technical products

How to Apply

Online:To apply for this and other suitable exciting opportunities with Zylog Systems (Canada) Ltd., you can register and apply online at www.ZylogCanada.com.

Email: If you would like to email a copy of your resume for review, please reference this posted Job Number or Job Description in the subject line of your email for prompt identification and send your email with attached resume to Resumes@zylog.ca.