Bilingual IT Support Analyst - Tier 1

Company Description

With over 115 years of experience, EMCO Corporation is a leading national wholesale distributor of plumbing, HVAC, waterworks, and industrial products to the construction industry. We provide quality and cutting-edge products that help support residential, commercial and infrastructure initiatives across Canada.

At EMCO Corporation, we are committed to providing sustainable solutions to our customers and communities in which we live and serve. Our talented and passionate team members are the key to our success. We empower our team members to act like owners and make a difference within our business through striving for innovation and providing excellence in customer service.

We offer a fun, fast-paced and dynamic workplace. We work as a team, share core values, and support each other’s growth and development. As our teammate, you will have the opportunity to continually develop your skills through ongoing training, have the opportunity to be innovative and try new things, and work alongside passionate colleagues with diverse backgrounds and experiences. We are a team of enthusiastic individuals who are dedicated to meeting and exceeding the needs of the customers we serve.

Job Description

Position Summary

Hours: Monday - Friday, 11:30am-8pm ET

As a member of the IT Operations Team, the Bilingual IT Support Analyst is responsible for providing first line technical support to Emco teammates working out of our over 300 locations across Canada and at our National Support Centre in London, ON. The Tier I Bilingual IT Support Analyst will ensure Emco teammates are receiving the highest quality of customer and technical support services in adherence with established service levels. This includes remote provisioning of hardware and software for teammates, remote troubleshooting and isolation of hardware, software and network issues reported by teammates and resolution of these issues.

This is a full-time position. Candidates must be able to work legally within Canada.

Qualifications

Education and Experience 

• Post-secondary degree or diploma in compute science or information technology  
• Two (2) years experience in a customer facing IT service desk role  
• Two (2) years experience supporting end user hardware, software, applications, and networking  
• Two (2) years experience supporting end user mobile phones 
• Strong organizational skills with the ability to communicate well both verbally and in writing 

Technical  

• Knowledge of computer hardware, including desktops/laptops/tablets, mobile phones, printers/copiers 
• Experience with supporting Windows, IoS and Android operating systems  
• Experience with desktop applications, desktop operating systems and server operating systems, including Microsoft Outlook, Microsoft Office Suite, Microsoft Terminal Services (RDP), Active Directory 
• Knowledge of Microsoft 365 Administrator, including Azure Active Directory, Exchange Online, Endpoint Manager 
• Knowledgeable in managing and supporting antivirus system 

Other Skills 

• Bilingual in French and English required
• Exceptional customer service orientation 
• Sound verbal and written communication skills; bilingual (French and English) is an asset  
• Good listening skills  
• Eager to fully understand end user’s issues, find solutions promptly 
• Building and maintaining positive relationships 
• Solution-oriented focusing on driving end user issues to timely and satisfactory resolution  
• Proactively looking for improvements and efficiencies with a focus on end user experience 
• Supporting established incident management procedures through the incident lifecycle 
• Organized with the ability prioritize and multitask 
• Ability to absorb and retain information quickly 
• Highly self-motivated, self-directed and keen attention to detail 
• Proven analytical, troubleshooting, and problem-solving abilities 
• Experience working in a team-oriented, collaborative environment 

Additional Information

Salary Range: $50,000 - $55,000 per year

Applicants must be eligible to work from/working in Canada.

EMCO is an equal opportunity employer and is committed to maintaining a discrimination, harassment, and barrier free workplace where all employees can contribute to their fullest potential. EMCO is committed to diversity, equity, and inclusion in our workplaces. All employment decisions are based on business needs, job requirements and individual qualifications, without regard to race, colour, creed, place of origin, sex, sexual orientation, gender, gender identity, gender expression, religion, family or parental status, or any other characteristic protected by the law. We welcome applications from all minority group members, women, Aboriginal persons, persons with disabilities, members of sexual minority groups, neurodiversity, and others who may contribute to the further diversification of ideas.