Job Description :
Role: Desktop Technical Support Analyst Location: Montreal, QC Mode: Full time Looking for a Bilingual resource: English + French Job Description: We are looking for a technical support analyst/Level 2 Service Technician for the deployment of the Digital Workplace projec. The project is part of the Airbus Canada technical separation roadmap supporting the business transformation to Airbus Central. Reporting to the Service Delivery Manager and closely collaborating with the project manager and workplace deployment team. The Level 2 technical support analyst/Level 2 Service Technician's role is to ensure proper computer operation, including triage of network and backend IT incidents, so that end users can accomplish business tasks. This includes actively resolving escalated end-user help requests within established SLAs. Problem resolution may involve the use of diagnostic and help request tracking tools, as well as require that the individual give in-person, hands-on help at the desktop level. In your role, you will Manage escalations and follow up on requests and incidents. Receives, analyze and submit nonstandard requests from the business. Participate to all operational meetings with external suppliers (Bombardier, IBM etc. Service coordination between different IT teams. Technical skills required to perform troubleshooting and help in resolutions. Creation of documentation related to IT infrastructure (IM & business Act as point of contact (facilitator) between IT central and business units. Produce operational IT ad hoc reports and KPIs Excellent Level 2 troubleshooting skills. Provide suggestions for continual improvement. Evaluate documented resolutions and analyze trends for ways to prevent recurring issues. Deploy pre-packaged software as needed using automated deployment tools (SCCM Assist in software releases and rollouts according to change management best practices. Collaborate and work with virtual teams across North America and Europe. Research solutions through internal and external knowledgebase as needed. Test fixes to ensure problem has been adequately resolved. Perform post-resolution follow-ups with Level I Technicians as required. Contribute to technician knowledgebase and training as needed. As our ideal candidate: Qualification: IT background education and 4 + years IT experience. Comfortable communicating with all levels of the organization. Excellent customer-focus mindset. Exceptional customer service orientation and communication. You have a good knowledge of Microsoft Office and G Suite tools. You have experience with cloud solutions (Azure, Google, and AWS You have ServiceNow knowledge. You have good analytical skills, planning, problem solving, and good interpersonal skills. You show an open mind and a great ability to work as a team player. You are fully bilingual (spoken and written) in French and English. You have a positive attitude and are perseverant along with good organization skills. You have the ability to work under pressure, when is required. Experience working in an ITIL-driven environment and working knowledge of ITIL principles and processes. Ability to effectively prioritize and execute tasks in a high-pressure environment.