Bilingual Support Analyst (contract)

Requisition Number: 99667 

Bilingual IT Support Analyst (contract)

Location: You will have the flexibility to work fully remote from anywhere across Canada, aligned with the Eastern time zone (EST).

Duration: 6-12 months

About the Company:
Insight Enterprise Inc is a Technology Solutions Provider serving local, national, and international clients in 190 countries. In Canada, Insight has a robust Staffing department that specializes in placing ideal candidates in highly sought after roles across the country.   
 

Description:
Our client is looking for a Bilingual IT Support Analyst for a remote, contract-based employment opportunity to augment their current team. As a Bilingual IT Support Analyst, you will be responsible for providing technical customer service support across Canada, in English and French, by prioritizing, solving, stewarding, and/or escalating technical, application, cybersecurity and database related support issues. This position is also responsible for working with Senior Manager of Cybersecurity to address end-user security training, end-user security issues and vulnerability management.

Responsibilities:
1.    IT Service Desk Support

• Triage and prioritize support tickets based on pre-determined service level, language requirements and/or operational agreements
• Investigate, solve and/or determine mediations for incidents (technical, applications, cybersecurity, database) where possible 
• Provide support for access right requests and other general/ change requests based on pre-determined procedures
• Escalate issues to specialized teams (technical, application, database, vendors and/or business partner teams), and inform management of major issues in a timely manner
• Provide excellent customer service; including stewarding all customers (internal or external) on support tickets from start to close 
• Use support tracking tools to maintain standards for response time and resolution
• Assist with testing of business and system requirements, hardware and software implementations, and website launches 

2.    On/Off boarding support

• Ensure IT on and off boarding procedures are followed and implemented on a timely basis 
• Work with HR to ensure IT equipment and related materials are distributed/returned on a timely basis for on and off boarding
• Update and track inventory related to on and off boarding staff and volunteers

3.    End-user Cybersecurity support

• Work with Senior Manager of Cybersecurity, System Administrators and security related vendors to address end-user security issues 
• Work with Senior Manager of Cybersecurity and/or Learning and Development team to address end-user security training
• Work with Senior Manager of Cybersecurity and System Administrators to manage vulnerabilities to improve the Foundations overall security posture

4.    Documentation and Administrative

• Create/Maintain service catalogue, workaround library, access rights documentation and other technology support documentation/reports
• Create/Maintain end user training materials for common and/or known issues
• Provide backup for other support team members
• Assist Director, IT Operations with projects where necessary

Requirements:

• Bachelor’s Degree or Diploma in Computer Science, Information Technology, or related study
• Experience with customer service and/or technology service/help desk related jobs
• Solid knowledge of Microsoft Windows and Office Suites 
• Working knowledge with Azure, Active Directory Services, networking, hardware, telecommunication systems, MS applications, MS Defender, collaboration tools like Sharepoint and MS Teams, and some knowledge of CRM platforms  
• Analytical and problem-solving abilities
• Highly organized and with good time management skills
• Customer service oriented
• Good technical skills and willingness to learn
• Must be self-motivated and have a desire and curiosity to constantly improve technical skills and keep up to date with technological advances. 
• Team-oriented and contribute to the achievement of team goals/objectives
• Excellent communication skills, both oral and written, including phone manner in English and French
• Flexible, result-oriented, driven and responsive
• Ability to exercise a high level of sensitivity and tact
• Must maintain and adhere to a logical agreed-upon business plan
• Willingness to learn and take direction

Join us today, your ambITious journey starts here.

When you apply, please tell us the pronouns you use and any reasonable adjustments you may need during the interview process.

At Insight, we celebrate diversity of skills and experience so even if you don’t feel like your skills are a perfect match - we still want to hear from you!

Insight is an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, sexual orientation or any other characteristic protected by law.