Senior Bilingual Deskside Support Technician

Coreio Inc. is a leading Toronto-based IT services provider that delivers IT Infrastructure and Operations solutions for enterprise-scale companies across North America. We build on our 40+ year history as a strategic partner, and apply our experience as in-house IT experts, to help our clients solve complex business and technology issues, so they can focus on what they do best.

Seeking a skilled and proactive Bilingual Deskside Support Technician to provide both on-site and remote IT support for a 7 month contract based in Montreal. The ideal candidate will be responsible for assisting users with resolving routine and non-routine technical issues. This role will also serve as the primary point of contact for technical support that requires on-site intervention, ensuring the smooth operation of information systems.

Key Responsibilities:

• Provide on-site and remote technical assistance to resolve IT-related issues promptly and effectively.
• Receive, review, and complete service requests, ensuring all issues are addressed and resolved.
• Troubleshoot and resolve technical issues transferred from the Service Desk that require on-site intervention.
• Ensure all technical problems are resolved in a professional, efficient, and customer-focused manner.
• Document technical issues, solutions, and resolutions clearly for future reference and reporting.
• Collaborate with other technical teams when necessary to resolve complex issues.
• Follow up on service requests to ensure timely resolution and high user satisfaction.
• Shoulder Taps for Incidents and Requests (Level 1 Support): Log and triage all incidents and service requests.
• Provide on-site Level 2 support for incidents and requests within the technician’s area of expertise.
• Ensure proactive site visits and stay visible by actively circulating throughout the office area.

Qualifications :

• Experience with Windows 11 and Intune is a must
• IOS device migration to Intune
• experience with Microsoft 365 desktops would be a nice to have
• Proven experience in providing deskside support and IT assistance, with expertise in both on-site and remote support.
• Strong technical knowledge of computer systems, software, and networking.
• Ability to resolve both routine and non-routine technical problems efficiently.
• Excellent troubleshooting skills, with the ability to explain technical information clearly.
• Leadership qualities and a proactive approach to problem-solving and service delivery.
• Strong customer service skills with the ability to professionally handle user requests.

Desired Skills:

• Experience managing and prioritizing multiple service requests.
• Strong communication and interpersonal skills to foster relationships with users and colleagues.
• Self-motivated with the ability to work independently as well as part of a team.
• Ticketing and Documentation: Record all actions, resolutions, and tickets in the designated ticketing system. Familiarity with ServiceNow for incident management and asset tracking is preferred.
• Problem Resolution and Escalations: Collaborate with the appropriate support teams (e.g., telecom) and escalate unresolved issues as needed. The ideal candidate should have hands-on experience managing and troubleshooting teleconference rooms, including audio and visual equipment.
• Demonstrated technical knowledge and an ongoing curiosity to prevent recurring issues.
• Ability to take initiative and continuously improve user experience and office functionality.
• Hands on experience with server room operations, such as maintaining hardware and ensuring system uptime, would be highly beneficial.

Coreio is an equal opportunity employer and values diversity in its workforce. Coreio encourages applications from all qualified individuals and will accommodate applicants' disability-related needs, up to the point of undue hardship, throughout all stages of the recruitment and selection process. If you require a disability-related accommodation in order to participate in the recruitment process, please contact the Human Resources team by email at careers at coreio.com.