About the role

Bilingual IT Support Analyst providing desktop, hardware, software, and infrastructure support. Serving Hyundai Canada employees and automotive dealer-network customers.

Responsibilities

Provide support for software, hardware, and IT systems to internal company employees and external dealer-network customers.
Perform desktop-level software and hardware support and maintenance.
Triage support requests while ensuring service-level SLAs are met.
Deploy desktops and peripherals.
Troubleshoot and resolve hardware and software malfunctions at desktop level and occasionally at network and server level.
Perform moves, adds, and changes of computer equipment.
Provide user support for business applications.
Support business communications and communication systems, including telephones, cell phones, and email.
Manage inventory and create and maintain internal and external documentation.
Participate in routine infrastructure maintenance, changes, and projects involving networks and servers.
Perform all duties while ensuring SLAs are met.

Completion of a relevant secondary school diploma and college, e.g., diploma / certificate / trade license, or an equivalent combination of experience and education.
2-5 years of relevant experience in the same or similar function; automotive experience desirable.
Bilingualism required: English and French.
Knowledge of desktop security best practices.
Knowledge of ITIL best practices and the Service Desk role in the ITIL framework.
Knowledge of MS Windows network services: Active Directory, DNS, DHCP.
Experience with Office 365, Adobe, Exchange 2016, Windows File Shares, MS Teams File Shares, and Windows Update.
Experience with hardware installation and troubleshooting, OS and application installation and troubleshooting, specifically Windows 11, Office 365, Internet Explorer, and other desktop software and applications.
Mobile device and smartphone configuration and troubleshooting.
Experience with Microsoft System Center Configuration Manager and Intune, including developing packages and managing deployments.
Experience providing onsite meeting support, including TVs, projectors, webcams, microphones, Teams, and traditional-style video conference devices.
Experience with Five9 and JIRA Service Management ticketing system is a plus but not required.
Highly developed customer service skills are required.
Ability to work rotational shifts covering 7:30am EST to 6:00pm EST.
Ability to work onsite with some limited opportunity for remote work.

Be part of an Award-Winning Culture
Access Comprehensive Health and Dental Coverage from Day One, including up to $2,500 in Mental Wellness Benefits
Take Advantage of RRSP Matching
Participate in an Exclusive Car Leasing Program
Benefit from Flexible Start Times
Receive Competitive Paid Time Off
Explore Career Growth, Mentoring, and Tuition Support Opportunities
Celebrate Every Contribution and Career Milestone Through Our Internal Recognition Platform and Programs
Get Enhanced Maternity and Parental Leave Top-Up
Enjoy an Onsite Cafeteria and Game Room at our Markham Office
Opportunity for a Discretionary Annual Bonus Program