Revenue Technology Analyst supporting GitLab's revenue technology stack and collaborating with go - to - market teams. Focused on process improvements and technical documentation.
About the role
- Bilingual IT Support Analyst providing support for IT-related issues in a law firm setting. Requires fluency in English and French with 2+ years of IT experience.
Responsibilities
- Answer calls and take appropriate actions to resolve support incidents.
- Ensure all support requests are logged and tracked within IT’s ticketing system and meet SLA’s.
- Escalate and coordinate resolution of complex requests to other IT staff and contractors as needed.
- Provide timely support, analysis, and resolution for software, network, and hardware related requests.
- Perform root cause analysis to resolve problems; Complete MS 365, and some system administration duties.
- Orient and train staff and contactors on the effective use of computer equipment, software, and IT policies;
- Support document management system, office automation software, and all other applications used within our environment;
- Perform installation, maintenance, upgrades, and repairs to computers, printers, and any other peripherals as required;
- Prepare and assign loaner laptops, videoconference and webinar set-up, mobile devices, etc.;
- Setup of meeting room technology;
- Train staff on the proper use of IT systems.
- Orientate new staff on IT systems.
- Create end use documentation;
- Report on support trends, and issues to IT management;
- Test new applications and/or change to existing applications;
- Contribute to IT through sharing of ideas, best practices, and industry knowledge;
- Understand IT and firm policies, and ensure they are working within them;
- Other duties as required.
Requirements
- A degree or diploma in computer systems
- 2 years+ experience in an IT support role
- Fluently bilingual – English and French
- Problem solving skills, ability to analyze, troubleshoot, and resolve technical issues
- Knowledge of the installation, configuration, and maintenance of computer Windows operating systems (server and workstation)
- Understanding and experience using Azure
- Knowledge of enterprise hardware and software
- Knowledge of IT Service Desk processes, support SLAs
- In depth knowledge of desktop, laptop, printer hardware and peripherals
- Experience with endpoint management tools such as Group Policy, Intune
- Understanding of IT security principles
- Exceptional customer service
- Excellent organization, teamwork, and problem solving skills
- Strong communication skills over the phone, in person, and electronically.
Benefits
- Extended Health benefit
- Dental coverage
- LTD
- DI
- casual dress code
- wellbeing allowance
- early finish ahead of statutory holidays
- flexible benefits and robust well-being programs
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