Bilingual Technical Support jobs in Ottawa, ON

Key Responsibilities:

• Manage the daily coordination and deployment of IT equipment for new employees, working closely with hiring managers.

• Coordinate the ordering and activation of mobile phones for new hires and existing employees, working directly with telecommunications vendors to resolve order, account, and service issues.

• Handle requests for purchasing computers and peripherals, ensuring accurate documentation, addressing questions, and resolving concerns related to purchases and inventory.

• Create Requisitions and Purchase Orders in our hardware ordering system for refilling office hardware stock and on behalf of the customers.

• Create shipping labels and track orders from placement to delivery, ensuring that packages meet customer specifications and arrive on time.

• Investigate and resolve any shipping delays, verifying that purchase orders match shipments.

• Assist in managing and monitoring inventory control systems, ensuring equipment is available and accounted for.

• Evaluate and prioritize business-critical hardware for the organization.

• Deploy new computers to employees and new hires.

• Collaborate with the Procurement Team to address asset tracking, equipment redeployments, and basic PC/MAC repairs and troubleshooting.

• Provide high-level desktop support by resolving configuration issues, reviewing changes with clients, and maintaining documentation for desktop deployment procedures.

• Field incoming technical support requests from both local and remote end users with a focus on excellent customer service.

• Provide occasional support and troubleshooting for meeting-room audio/visual and collaboration technology.

• Maintain an incident management system to track technical problem histories and resolutions.

• Participate in special projects and perform administrative tasks as required.
  

Required Qualifications:

• 1+ years of experience deploying Windows and MacOS computers, with a preference for experience using Intune and Jamf.

• Bilingual proficiency in English and French, with the ability to communicate effectively with both technical and non-technical stakeholders.

• Strong knowledge of Windows 11, including the ability to diagnose, troubleshoot, and resolve hardware/software issues.

• Proficiency in Microsoft applications: Word, Excel, and Outlook.

• Experience supporting and troubleshooting meeting-room audio/visual and collaboration technology, including conferencing equipment, displays, cameras, microphones, and Microsoft Teams Rooms or similar platforms.

• Excellent communication skills in both written and verbal formats, with the ability to work collaboratively in a team environment.

• Superior attention to detail, organizational skills, and the ability to prioritize effectively.

• A strong commitment to providing high-quality customer service.

• A willingness to continue learning and improving technical skills.
  

Preferred Qualifications:

• Experience working in a support role for a software organization.

• ITIL knowledge and experience.

• Familiarity with ITSM ticketing systems and ServiceNow.

• Experience deploying equipment to a remote workforce.

• Previous experience with Jaggaer is a plus.
  
  

Salary Range:

The hiring range for this role is $50,000 to $65,000 CAD per year.
Final compensation will be based on experience, skills, market conditions, and internal equity.