Technical Support Specialist

Kelly has partnered with our client in the banking and financial services industry to recruit for a Bilingual Technical Support Specialist in London, Ontario.

Job : 57498

Job Title: Bilingual Service Availability Reps I

Duration: Apr. 6/26 to Apr. 4/28

Hours: Rotational shift:
Changes every week 24X7 X365

Pay Rate: Day Shift -$23.50, After 9pm Shift – $25.15, Overnight Shift - $25.99/hour

• Must be local - 100% onsite in London
• Candidates must be okay using mobile device for multi factor authentication
• No time off permitted in 1st week for training, ideally no time off for weeks 2 to 4- must be approved by manager.
• Annually- contractors are not permitted more than 3 weeks time off. Must be approved by manager ahead of time.
• Being fully bilingual for this role is a MUST have. French component during interview.
• Technical experience MUST be elaborated on in resume
• candidate will not be shortlisted without this information elaborated on.
• Please explain any longer gaps in the resume.

Duration: 2 years

Conversion:
Yes

Shift schedule:
Rotational shift:
Changes every week 24X7 X365

Need to be able to work all 3 shifts

Business Unit: 4 - Ts ITS Employee Enablement (S_0001604)

Interviews - Onsite

Target interview: ASAP- 2 rounds. First round will be a tech assessment and language skills assessment onsite. 2nd interview, will be a full length interview.

Reporting to:
Angela Galloway

The primary accountability of this position is to provide first level technical support.

Key responsibilities include:

• Bilingual :
  Fluency in French and English (read, speak, write)
• Above average computing and navigational skills
• Exceptional customer service skills
• A team player who collaborates effectively with peers and other teams but can also work well independently
• Good knowledge of Microsoft O365 (Word, Excel, One Note and PowerPoint)
• A technical support background or related education – troubleshooting exp
• Ability to type at least 35 words per minute
• General knowledge and understanding of PC hardware and components.

• Experience with ticketing systems is an asset
• Technical degree and/or IT Certification preferred

• Provide courteous, efficient, and professional customer service to ensure inquiries, problems and issues are resolved promptly and effectively under all conditions
• Ensure change activities are performed on time, minimizing risk to the service/business environment
• Monitor resources to ensure availability associated with business applications and technology
• Identify, resolve, or elevate service delivery issues and/or complaints
• Maintain proficient knowledge of tools, processes, procedures, and resources necessary to assist in problem determination as well as recovery
• Maintain proficient knowledge of technology components, applications, clients/customers and business services
• Prioritize activities to ensure time invested is appropriate to the availability impact
• Provide seamless integration of activities and processes, recognizing system interdependencies
• Act as an information source to colleagues, business partners and clients/customers
• Ensure prompt and timely updates to service issues, and follow through on outstanding problems

• Deliver and maintain accurate reports and documentation
• Follow established procedures and standards
• Follow standards, policies and procedures to ensure compliance with the Disaster Recovery Plan (DRP) and applicable Business Recovery Plans (BRP)
• Maintain a secure work environment and ensure adherence to notification and escalation processes
• Communicate effectively within the team relative to service issues and scheduled changes
• Recommend improvements and enhancements to…