Trilingual Technical Support Technician (Canadian French)

Job Description

Trilingual Technical Support Technician (Canadian French) - San José - Shyft Global Services

Job Description

About the Role

The technical support technician is responsible for OEM equipment support and repair, primarily focusing on scanner and peripheral hardware devices. This includes providing technical support for client hardware environments, assisting with issue resolution, and restoring service availability. The role involves working with technicians and customers to troubleshoot and resolve common hardware issues, while identifying when to escalate more complex problems.

What You'll Do

• Review OEM system logs and device information to identify common hardware or connectivity issues. Escalate more complex findings to senior team members. Reviewing log data helps identify security breaches and component failure. An L1 technician uses experience and technical knowledge to analyses logs which also includes utilizing log processing tools. (20%)
• Maintain accurate records of incident transactions and perform triage to implement service restoration. Accurate ticket management is essential to maintain operations and mitigate system failure. Technical data is used track IT equipotent and system efficiency. This data allows management to forecast workload and manage resources. (10%)
• Demonstrate basic troubleshooting techniques to diagnose and resolve hardware issues. Follow established procedures and provide guidance to users or field technicians when required.
  Provide timely service updates and communicate clearly when addressing customer questions and concerns. (10%)
• Provides courteous, professional support to both internal and external customers on a wide variety of technical issues. (15%)
• Alignment with IT escalation procedures is critical to improve operational efficiencies. This requires collaboration using our ticketing system across technical teams and management. (5%)
• Technicians assist and collaborate with service management teams, field engineers, and logistics to support hardware replacement and issue resolution. L1's also work directly with field engineers at the customers premises and provide technical guidance to restore service. (5%)
• L1 technicians determine system failure and manage incidents to achieve agreed SLA's. This involves notifying management if service SLA's are at risk and keeping the customers updated on progress with service restoration. Technicians assist in identifying hardware issues and tracking incidents, escalating risks to service levels when needed.
  (5%)
• L1 technicians participate in an on-call 24x7x365 rota providing technical support globally. (5%)
• Staying current with new technologies and OEM systems is critical, L1 are responsible to attending OEM system training and obtain product certifications as defined in service contracts. (5%)

Other Duties & Responsibilities:

• Additional duties as assigned
• Meets attendance and punctuality standards

What We're Looking For

Experience:

• 1-2 years of experience in technical support, help desk, or hardware support roles.
• Experience supporting scanners, printers, or similar peripheral devices is highly preferred.

Education & Certifications:

• High School diploma required.

Required Knowledge, Skills & Abilities:

• B2 French Proficiency
• B2 English Proficiency
• Able to recognize and attend to important details with accuracy and efficiency.
• Able to communicate clearly and convey necessary information.
• Able to converse and write effectively in English and French.
• Possesses strong organizational and time management skills, driving tasks to completion.
• Able to work independently with minimum supervision.
• Able to maintain confidentiality of sensitive information
• Able to build solid, effective working relationships with others.
• Able to quickly learn new systems and technology.
• Able to use relevant computer system applications at an advanced level.