Tier 2 Help Desk Agent (Bilingual French/English) - Remote worker

Responsibilities: · Provide Tier 2 Level Help Desk Support relating to technical issues related to workstations, servers, printers, networks, APs, Gateways, Satellite TV, and vendor\-specific hardware and software, diagnostic procedures to identify, resolve, or determine the source of error. · Troubleshoot and resolve incoming technical issues via phone or through our ticketing system. · Strong written/oral communication skills and interpersonal relationship skills required to interact successfully with clients and senior management. · Communicate effectively with clients via phone, email and chat, responding to all requests and concerns in a timely fashion, explaining resolutions, answering questions, and providing professional advice as needed. · Follow established, documented policies and standard operating procedures. · Work with vendors and service providers, where necessary, to resolve any outstanding issues. · Liase with Technical Installers \& Third\-Party resources to resolve open tickets, keeping track of the progress until cases are resolved. · Research internal and external resources for the best solution. · Advise clients as to pertinent concerns discovered in the process of serving them. · Goal of escalated ticket closure within 24 hours of receipt. · Log, track, and maintain meticulous call notes and detailed incident reports on all calls via the online call ticketing system. · Escalate requests to Tier 3 Support as necessary and in a timely manner, monitoring the status of open incidents, and ensure clients receive progress updates and confirmation of issue resolution. · Possess a strong sense of self\-motivation, initiative, and time management skills. · Maintain good working relationship with assigned supervisors and coworkers. · Must be able to work flexible shifts (evenings, weekends, and holidays) as required. · Punctuality and attendance, as scheduled, are a must. · Build and foster client relationships to earn their trust. · Perform additional duties as required by management. * **French/English bilingual written and verbal communication skills are a requirement.** **Qualifications:** * Bachelor's Degree in Computer Science or related field. (Preferred) * Must have complete fluency in both English and French * 2\+ years of IT service desk or Call Center technician experience supporting clients over telephone/in\-person. * 2\+ years of experience supporting Windows Operating System (7, 8, 10\), Android and/or IOS. * Strong working knowledge of Office 365\. * Understanding of Foundational Networks (TCP/IP/UDP, OSI Layers, IEEE standards, Switching in small/large building networks, LAN, WAN, WLAN, VLAN, VPN, DNS, DHCP, FTP, Telnet, etc.). * Advanced understanding of operating systems, business applications, printing systems, and network systems. * Work experience in installing/configuring wireless controller and access points. Example: Ruckus/Meraki/HP/Cisco. * Previous experience working for a Hospitality