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Bilingual Desktop Support Analyst (QC)

Date: Aug 1, 2022

Location: Montreal, QC, CA, H3A 3J6

Company: CAA Club Group

About Us

Echelon Insurance provides Personal and Commercial Specialty Insurance solutions to protect Canadian families and businesses across Canada, through our trusted network of Broker partners. Echelon is a member of the CAA Club Group of Companies, and is an equal opportunity employer who offers a professional environment that champions collaboration, trust, and growth to drive success. We cultivate a great working dynamic to help us deliver what is best for our associates, Brokers, and Customers.

Who we are

Get ready to drive your career forward. Life at Echelon is fast paced, performance-driven and rewarding. We value our Associates' career growth and ongoing professional development – and we regularly recognize their achievements and outstanding results.

We are caring. We are leaders. We are innovators. We are collaborative.

We work hard and play hard. We're about doing what's right and feeling good about it.

Position Details

What You Will Do 
•    Handle incidents, identify problems, manage tickets (logging and tracking), troubleshoot, resolve hardware and software and escalate if necessary.
•    Provide 1st and 2nd level technical support for Windows 10, O365, remote connectivity as well as several business specific applications
•    Troubleshoot Citrix issues and all applications tied to the Citrix environment such as Teams, Zoom, and other business applications
•    Work with other teams to Implement and support applications deployed on the Citrix environment
•    Identify and resolve recurring problems
•    Educate users on how to use systems and applications as required
•    Set up, manage and maintain onsite equipment including printers, video conferencing and other IT assets.  
•    Setup and configure new hardware and software
•    Asset Management of Desktops, Laptops, Monitors and Printers
•    Setup and configuration of new hardware and software
•    Document and maintain Desktop Support procedures
•    Create Knowledge Base articles as required

Who You Are 
•    Post-secondary education or Diploma in Computer Science or Information Technology
•    Bilingualism required, English & French written & spoken
•    Minimum 5 Years of on-site support required
•    Knowledge of Windows operating system, different web browsers, MS Office (Word, Excel, PowerPoint, Outlook, Access, MS Project),  Remote support tools, Citrix, Printer and other computer peripheral setup 
•    Experience in Citrix required
•    Experience in Windows 10 troubleshooting
•    Experience in Printer setup and configuration
•    Safeguarding the Information security is required at all times to ensure we protect the company’s assets.
•    Will require occasional travel to various retail store locations


What’s In It For You
•    Competitive total compensation and benefits package  
•    Annual shared success program based on performance 
•    Annual merit increases based on performance 
•    Defined Contribution (DC) Pension Plan with a matching contribution component 
•    Complimentary CAA Membership 

Our Commitment

We are an equal opportunity employer, and we invite women, members of visible and ethnic minorities, Aboriginal people and people with disabilities to apply. If you require an accommodation, please notify us and we will work with you to meet your needs.

As an organization we are focused on safety, which includes the safety and well-being of our Associates. Therefore, you must be and remain fully vaccinated as a condition of employment.