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