Helpdesk Support – Bilingual

Job CategoryInformation Technology
Position TypeContract
Application Deadline February 29, 2020
Experience Required5+ years
Job Duration1 year
Education RequiredN/A

Position Title: User Support Senior Target Start Date: 10-FEB-2020 Original Duration: 12 Months Estimated Regular Hours: 40 Division: Information Technology Location Address: Oakville, ON Position Description: • The key role of a Technologies Solutions (TS) Helpdesk agent is to receive inbound calls from Client Canada dealerships. • This position requires working knowledge in all Microsoft technologies and previous networking (Cisco) experience. • Candidate must be able to support a wide variety of Client’s Corporate applications, which include the Dealer Web Portal, Mainframe applications and have some knowledge of Dealer Management Systems (Parts Inventory Control, Service, Business Office and Accounting Practices). • Preference will be given to those candidates with previous helpdesk experience and are bilingual. • The position requires that the FTS Helpdesk agent be available for a variety of shifts, between 7:30 AM and 8:00 PM. Skills Required: • Helpdesk Agents are expected to record all dealer activity (Inbound / Outbound calls and communication through Email) through provided call tracking system. • Work closely with outside supplier that provide hardware installation / warranty services and work closely with other members of the team to maintain dealer asset tracking. • They are responsible for meeting agreed upon SLA and have scheduled Phone and Project Times. • The Individual will have the opportunity write technical specifications in an attempt to maintain our knowledge base to ensure a consistent message from our team to our dealers. Skills Preferred: Preference will be given to candidates that can demonstrate the following skills; -Bilingual – Excellent verbal communication -Excellent written communication -Working knowledge of dealership (or similar) operations -General Accounting knowledge an asset -Proactive – Innovative -Problem solving skills – Enthusiastic and dedicated -Coaching skills – Team Player Experience Required: Explorer and Chrome setting and functionality -Working knowledge of Networking, preferably Cisco – AutoTask or equivalent Call Center Management tools – Hardware Troubleshooting (Dell Optiplex and Latitude series, Lexmark printers, PowerEdge Servers) Experience Preferred: 5 years of help desk experience. Education Required: University/College degree or equivalent working experience. Education Preferred: Microsoft and Cisco certification. resume to *MST