Bilingual Technical Helpdesk Associate – English/Canadian French

Job summary

The role involves troubleshooting hardware, software, and network problems over the phone for users. It includes identifying, researching, and resolving information systems issues while coordinating escalations to technical personnel.

Job details

About Xerox Holdings Corporation For more than 100 years, Xerox has continually redefined the workplace experience. Harnessing our leadership position in office and production print technology, we’ve expanded into software and services to sustainably power the hybrid workplace of today and tomorrow. Today, Xerox is continuing its legacy of innovation to deliver client-centric and digitally-driven technology solutions and meet the needs of today’s global, distributed workforce. From the office to industrial environments, our differentiated business and technology offerings and financial services are essential workplace technology solutions that drive success for our clients. At Xerox, we make work, work. Learn more about us at www.xerox.com. Overview: Responsible for troubleshooting hardware, software, and network operating problems over the phone. Applies understanding and knowledge of information systems products and services to assist users. Identifies, investigates and researches user questions and problems as well as isolating and resolving information systems problems. Prioritizes issues using appropriate escalation procedures, and coordinates referrals to technical, professional, or service personnel as needed. Responsible for providing more advanced technical assistance and support related to computer systems, hardware, or software. Responds to queries, runs diagnostic programs, isolates problems, and determines and implements solution. Scope: Has developed specialized skills or is multi-skilled through job-related training. Takes a broad perspective to problems and identifies new, less obvious solutions. Completes work with a limited degree of supervision. Senior level job with considerable work experience. General: Senior level job with considerable work experience Has developed specialized skills or is multi-skilled through job-related training Completes a variety of atypical assignments May solve problems of a recurring nature, but takes a broad perspective to problems and may identify new, less obvious solutions Completes work with a limited degree of supervision Acts as an informal resource for colleagues with less experience May lead a team in the performance of a variety of tasks that are generally routine May have specialized external certification (technical roles) Primary Responsibilities: Troubleshoots via the phone hardware, software, and network operating problems and involves technical resources to ensure resolution Applies understanding and knowledge of information systems products and services to assist users Identifies, investigates and researches user questions and problems as well as isolating and resolving information systems problems Coordinates referrals to appropriate technical, professional, or service personnel Receives and prioritizes issues and forwards using appropriate escalation procedures In addition, the role holder may be asked to perform on or more of the following: Provides functional or task leadership Coordinates special projects and system upgrades Briefs customers and/or management on the status of resolution efforts Serves as a technical advisor to users with complex systems issues by resolving or conferring with technical personnel Recommends system or process improvements, including procedures, training, and enhanced documentation All other duties as assigned Hours will currently be M-F 8-5 but are subject to change based on client/business needs Bilingual English and Canadian French are a requirement

What you’ll do

The role involves troubleshooting hardware, software, and network problems over the phone for users. It includes identifying, researching, and resolving information systems issues while coordinating escalations to technical personnel.

Requirements

Candidates must be bilingual in English and Canadian French with considerable work experience in a senior-level technical role. Specialized skills in information systems and the ability to work with limited supervision are required.

Listed skills

• Customer support · Preferred
• Project Coordination · Preferred

Other relevant skills

Identified from the job description. Confirm important requirements above.

• Technical Troubleshooting
• Hardware Support
• Software Support
• Network Operating Systems
• English Fluency
• Canadian French Fluency
• Issue Escalation
• Diagnostic Programs
• Information Systems
• Technical Advising
• Customer Support
• Project Coordination

Job areas

• Customer Service & Support
• Technology
• Consulting
• Software