Trilingual Technical Support Technician - French (Canadian) and English

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.

Responsibilities

• 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 are 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%)
• (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

Requirements

• 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:
• 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.
• #DNS
• What's In It For You?
• Elective Benefits: Our programs are tailored to your country to best accommodate your lifestyle.
• Grow Your Career: Accelerate your path to success (and keep up with the future) with formal programs on leadership and professional development, and many more on-demand courses.
• Elevate Your Personal Well-Being: Boost your financial, physical, and mental well-being through seminars, events, and our global Life Empowerment Assistance Program.
• Diversity, Equity & Inclusion: It's not just a phrase to us; valuing every voice is how we succeed. Join us in celebrating our global diversity through inclusive education, meaningful peer-to-peer conversations, and equitable growth and development opportunities.
• Make the Most of our Global Organization : Network with other new co-workers within your first 30 days through our onboarding program.
• Connect with Your Community: Participate in internal, peer-led inclusi

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