Bilingual Technical Support (13 positions) for provincial government agency client, North York.
Marberg Job Number: 2487
Job Type: Temporary.
Initial Term: February 10 2025 to June 30 2025.
Compensation: $34.11 - $36.43 per hour.
Regular Work Hours: FULL TIME HOURS; 7.25 hours per day not including 0.75 hour unpaid lunch break, to be worked between 8 am and 9 pm, on a rotating shift basis, Sunday through Saturday (36.25 work hours per week, including evenings and weekends). Must be available to work additional paid hours as required during peak periods.
Work Location: 100% onsite at client's North York office, with free parking provided.
Responsibilities Summary:
Provide accurate, consistent Tier One technical support for incoming queries related to on-premises connectivity, performance, or configuration problems, including SharePoint, Teams, and other applications, as well as hardware issues.
- Use excellent analytical and problem-solving skills to identify root causes and document and troubleshoot issues.
- Manage automated email setup and configuration of incoming emails, and act as first point of contact for incoming technical inquiries to ensure consistency in process and messaging.
- Manage telephony software and first level support of internal ticketing systems. Update and log accurate information after each call.
- Provide step-by-step guidance to users for resolving common issues, ensuring they understand the solutions.
- Assist with inbound and outbound emails, and provide consistent responses to email inquiries within defined service level agreements and service queues.
- Maintain strong customer relationships by managing inquiries professionally and ensuring resolutions are accurate, even if they require additional time or discussion.
- Identify trends in First Tier inquiry patterns and report findings.
- Additional First Tier technical support responsibilities as required.
Qualifications:
Education: Post Secondary Degree or Diploma in computer science, or equivalent combination of education and work experience.
Preferred Work Experience: Approximately 2 years of Technical Support experience in a contact centre environment.
Technical and Language Skills Requirements:
- Advanced knowledge of all Microsoft software products, including SharePoint and Teams (will be tested).
- Demonstrated proficiency with imaging software, PC desktop and laptop/computer hardware, network cabling and telecommunications applications to troubleshoot hardware/software issues (may be tested).
- Demonstrated knowledge of installation techniques and methods for hardware and software, including operating systems, non-standard software and hardware and emerging technology to perform installation services and troubleshoot problems with computer hardware/software/peripherals and PDAs.
- Strong English communication skills, both written and verbal, including strong reading comprehension and business writing skills, and professional telephone manners. English language skills may be tested.
- Strong French communication skills, both written and verbal fluency in French. French language fluency will be tested.
Task -Based Qualifications and Additional Attributes:
- Demonstrated experience with customer service protocols and best practices. Demonstrated ability to follow detailed instructions and scripts.
- Knowledge and awareness of new trends and technologies in the systems industry, to test new products for compatibility with current standards.
- Strong relationship management, problem-solving and analytical skills to ensure inquiries are addressed thoroughly and accurately.
- Punctual, responsible, and reliable. Demonstrated record of professional conduct and character.
- Focused and able to work effectively with minimal direction and supervision, to prioritize tasks effectively, and to manage volume targets and due dates.
- Proficient de-escalation skills. Ability to surmount internal and external job pressures. Excellent listening skills, and the ability to provide and receive effective feedback.
- Proven ability to professionally handle confidential information and exercise good judgement in the interpretation and application of instructions and organization policy.
- Superior attention to detail, and organized, methodical approach to completion of tasks.
- Demonstrated successful experience of prioritizing work, making decisions and communicating with others within a values framework of respect, equity, anti-racism, diversity and inclusivity.
Additional Requirements:
- Must be legally entitled to work in Canada, providing satisfactory documentation upon request.
- Ability to work 100% onsite, abiding by organization health and safety policies
- Ability to declare personal Non-Conflict of Interest in execution of assignment responsibilities.
- Provision of certification of AODA and OHSA online training course completion prior to assignment start.
- Satisfactory Background Checks, Technical Skills Evaluations, and Employment References.
Application Notes:
Recommended Application Date: Immediately - please note that we are screening and shortlisting Candidates immediately and qualified applications may be contacted same day as date of application.
We thank all applicants for their interest but wish to advise that only those selected for an interview will be contacted.
Please note that Marberg Staffing updates job posts regularly, and external job boards may not reflect these changes in a timely fashion. Please refer to https://marberg.com/career-portal for the most current information including salary range.
Please note that for this position, Marberg Staffing only accepts applications through Indeed.ca, LinkedIn and marberg.com
Candidates are only contacted via official phone call, email, or LinkedIn message from Marberg Staffing. Please disregard any initial contact through other mediums such as text message.
Marberg is committed to supporting workplace diversity and inclusivity, to reflect the demographic profile of all Ontarians. Applications are encouraged from equity seeking groups including people of colour, Indigenous people, individuals with disabilities, and people from the LGBTQ2S community.
