Service Desk Support Engineer (Bilingual - French)

Summary:

Systems Support Analysts work within practiced team environments providing support of customer infrastructure and technology.

Charter, a highly respected and value driven VAR, delivers voice and collaboration solutions as well as many other technology verticals including routing and switching, data center, cloud, wireless and security. Partnering with several industry leading vendors, Charter solutions are diverse, flexible and deliver business outcomes. The Junior Systems Support Analyst will participate in a wide variety of activities, providing the candidate with opportunity for a high growth career and personal enrichment.

Skills Overview:

The role is diverse in its exposure to technology and vendors but is focused primarily on administrative and light technical support duties within an IT Service Desk environment.

We are looking for a bilingual candidate who is able to speak and write fluently English and French.

With the right candidate this role could change into a predominantly technical IT Service Desk oriented role.

While it is not mandatory that candidates have skills in all of the areas listed below, priority consideration will be given to those that possess previous experience in several areas and desire to broaden their exposure and experience to align with the tactical and strategic directions within Charter.

The candidate should come with a baseline ability to work with the following:

• Microsoft 365 Suite of Applications
  • Especially Outlook, Excel, SharePoint
• PDF Editors
• Service Desk or Customer Support Ticketing Systems
• Web Applications
• Physical Hardware

An interest and desire to learn and adapt quickly to administrative and technical work in the following areas would also be favourable:

• Unified Communications (Voice) – Cisco, Webex, Microsoft Teams/Skype
• Cloud – O365, Active Directory, Azure, Skype for Business/Teams
• Routing and Switching – Cisco Catalyst/ISR, Juniper EX/MX/SRX, Meraki
• Perimeter Security Firewalls – Cisco ASA, Juniper SRX, Meraki, Palo Alto
• Wireless – Cisco, Meraki, Juniper MIST, AeroHive
• Management Platforms – Cisco Prime, Juniper Space, SKY ATP
• Work cooperatively within a team to provide support to Charter customers.
• Work collaboratively within the broader engineering team (pre-sales, architecture, project delivery) to bring your skills to bear where and when they are required.

In addition to the above, the candidates should highlight any additional relevant technical skills that may be applicable to the Charter business.

Responsibilities & Accountabilities:

Teamwork

• Attend team huddles and be an active participant team planning activities.
• Use provided workflow tools to reflect the current status of tickets, tasks, effort/labour etc.
• Identify areas to create, improve and maintain Charter intellectual property in the form of configuration templates, testing guides and other tools that assist in allowing Charter to be efficient and support with high quality.

Support Desk

• Provides timely delivery of customer communications
• Remote & Onsite Support & incident resolution – Smart Hands
• Develop, maintains, and continually improves standardized work practices
• Work with Aligned vendors for Tier 3 Support including RMA handling and Shipping Tracking
• Providing reports and activity updates to Team Lead / Supervisor

Culture Building and Professional Development

• Engage deeply within the Charter company as a whole, becoming active in the company community and culture.
• Attend company town halls and events, focused on bringing people together and aligning to a single vision. Participate actively when appropriate.
• Use available social and collaboration tools to engage broadly with the company in a positive and constructive manner.
• Recognize Charter company values and strive to apply them to your position and personal relationship with individuals and the company itself.
• Explore and seize opportunities for growth that benefit both yourself and Charter, aligning with the overall vision.
• Engage strongly in professional development activities with your mentors, reporting manager and HR to ensure growth, fulfillment and overall success for all parties.

Qualifications and Experience:

• 1+ year’s previous hands-on experience working for an IT Organization
• High level understanding of technical terms as it relates to computer and networking hardware, specifically switches, routers, firewalls, and wireless access points
• Demonstrated commitment to continual learning about technology ex) certifications
• Demonstrated experience in working within teams

Essential skills:

• Excellent written and oral communication skills, and able to read and write in both English and French in a professional manner
• Ability to create technical documentation, both written and diagrammatical using tools such as Word, Power Point and Visio
• Strong interpersonal skills; proven team player with ability to deliver outstanding product/service and build relationships with clients
• Self-motivated; demonstrated ability to take initiative, effectively prioritize tasks and accomplish goals with minimal supervision
• Authorized to work in Canada
• Hold a valid Drivers License

Working Conditions & Benefits

• Hybrid work from home and in-office as needed
• Overtime as required
• Minimal Travel – Less than 10%
• Comprehensive benefits package with profit sharing
• Paid Sick Time Leave

If you think that you might be a good fit, please apply!