Bilingual IT Support Analyst (ITIL, AZ-900)

About Compugen

Compugen is one of Canada's largest privately-owned Information Technology (IT) Solution Providers. We help customers design, acquire, integrate and operate technology. Our mission is to help organizations realize new possibilities. Every day, our dedicated staff across North America focus on providing extraordinary customer service and support experiences to private and public sector organizations. We combine breadth of skill, depth of expertise, and commitment to operational excellence at scale to deliver exceptional, customer-focused experiences.

If you are driven to make a difference, relentlessly curious and collaborative at the core, we’d love to talk to you. Join us and help us make a difference.

REMOTE SUPPORT ANALYST

Reporting to the NOC Operations Manager, this highly organized, detail-oriented individual will be responsible for providing exceptional technical support to Compugen Managed Service Customers with prime focus on End User end issues. The Remote Support Analyst will be joining a highly technical, Customer focused team that provides excellent responsive and knowledgeable support to Compugen Managed and CSP Customers. The timely and professional response provided by Remote Support Analysts contribute to a positive Customer Experience and towards Compugen’s growth.

Duties and responsibilities Qualifications & Skills

• Computer Science degree/Engineering degree or equivalent in real-world experience.
• Clear Understanding of Windows Server 2003, 2008, 2012, VMware, Hyper-V is required.
• Working knowledge of ITSM tools such as Cherwell, ServiceNow, Remedy.
• Knowledge of Cloud technology, Azure environment, Systems security, and Cyber Security.
• Certifications requirement includes CCNA, ITIL, AZ-900.
• Ability to multitask and work under pressure in an environment of change.
• Excellent written and verbal communication skills.
• Excellent customer service skills and a strong ability to diffuse tense customer situations and project a positive, confident outlook.
• Proficiency required in MS Word, PowerPoint, Excel, OneNote & Visio.
• Understanding of ITIL practices.
• Organizational skills and a strong attention to detail.
• Self-motivated and resourceful with good interpersonal skills.
• Bilingual French is a must.
• Ability to work in varying daytime, afternoon and night rotational shifts, Monday to Friday and weekends including statutory holidays. Applicable after 1 month of training period.
• Frequently assigned to changing priorities.

What you’ll love about us:

Every day, over 1500 dedicated employees across Canada focus on providing exceptional customer service and support experiences to private and public sector organizations. Since 1981, the Compugen team has developed a strong reputation with market-leading vendors and customers, for creating, implementing and supporting innovative IT solutions that delight thousands of customers.

We value and celebrate the diversity of our team and welcome applications from racially visible persons, Indigenous peoples and persons of the LGBTQ+ community.

Most importantly, we love to work hard, and we love to have fun. We’re in it to win it.

Equity Statement

Consistent with our commitments to equity and diversity, we actively recruit from all designated groups. We also provide employment accommodation upon request to current staff members and to applicants during the recruitment process. We aim to provide a work environment where excellence is allowed to flourish and diversity is prized. Compugen is committed to providing accommodation throughout the interview and employment process. If you require an accommodation, the hiring manager and the human resources contact will work with you to meet your needs.

#LI-RB1 CSP Support (licensing and technical) Raising support ticket to Microsoft Adding, modifying and removal of license/Subscription Adding and removal of Approval and Contacts on ServiceNow Keep the CSP knowledge Articles up to date Working with inside Sales- ISR on complex CSP issues Managed Service Incident Tickets Support varieties of clients at L2 level Take escalations/Calls from SD to further investigate issues Raise knowledge Article on reoccurring/ Known issues Knowledge Management (creating and publishing KA’s) Managed Service Request Support varieties of request ticket across all customers Purchase order creation SDA Coaching Support ServiceDesk with Knowledge Article for faster resolution Join SDA on live call Support