Job Information
Bell Help Desk and Systems Administrator in Montreal, Canada
Req Id: 419105
At Bell, our purpose is to advance how Canadians connect with each other and the world. We achieve this by providing consumers and businesses with the best network technologies in the world, innovative digital solutions and seamless customer experiences. It’s all developed and delivered by the members of #TeamBell and we’re always on the lookout for people with great skills and experiences.
We value diversity and provide a supportive, inclusive community where all team members can succeed. And through our commitment to environmental, social and governance initiatives, you will feel good about the greater impact you will have – making every day better for people as they connect, work, learn and play.
Join us. You belong at Bell.
The incumbent is accountable to the Manager, Technology Infrastructure, and responsible for the technical support and assistance to end-users, whether over the phone or in person. His primary goal is to ensure employee satisfaction and help users properly operate technology applications they may be having trouble with. He/she must have extensive help desk experience level 1 and 2 and some system administration experience in the Microsoft Cloud environment.
Key Responsibilities
Help Desk
First Point of Contact: Serves as the initial point of contact for employees seeking technical assistance physically in the office or via phone or email.
Remote Troubleshooting: Diagnoses and troubleshoots technical issues using diagnostic techniques and relevant questions.
Solution Determination: Determines the best solution based on the issue and details provided by the end-users.
Problem-Solving: Walks end-users through the problem-solving process.
Solution Management
Acts as second level support. Execute research on issues to provide a solution or provide assistance in escalating the issue to a higher level internally or with a vendor and coordinating with them to solve the end-user or system issue.
Improvements: Identifies and suggests possible improvements to procedures.
Creates how-to documentation and participates in providing training in many formats including group presentations.
System Administration
Manages creation of systems accounts.
Manages laptop and desktop gold images.
Manages user mobile devices (iPad, iPhone) with Intune.
Critical Qualifications
Bachelor’s degree in computer sciences or equivalent
Support / Help Desk certification
Microsoft 365 Certification
5+ years of help desk experience.
5+ years of experience with Microsoft Windows, Microsoft Office 365 and Intune.
5+ years hands-on experience in troubleshooting various hardware and software issues.
Managing Active Directory and Entra ID (Azure AD) accounts an asset.
Experience with Adobe, Docusign, Sharepoint an asset.
Bilingualism required:
In the course of their duties, this person will be required to interact with French & English speaking stakeholders across Canada
As part of the job, this person will be required to produce documents in French & English.
Preferred Qualifications
Ability to listen to users in a courteous and friendly manner, acknowledge the reality of their problems, translate their descriptions into technical terms, fix the problems, and explain the solutions in terms the users can understand.
Excellent customer service skills, including the ability and willingness to communicate effectively and appropriately in an empathetic and understanding manner.
Strong organizational, analytical, and troubleshooting abilities.
#EmployeeReferralProgram
Adequate knowledge of French is required for positions in Quebec.
Additional Information:
Position Type: Management
Job Status: Regular - Full Time
Job Location: Canada : Quebec : Montreal
Work Arrangement: Hybrid
Application Deadline: 07/18/2024
For work arrangements that are ‘Hybrid’, successful candidates must be based in Canada and report to a set Bell office for a minimum of 3 days a week. Recognizing the importance of work-life balance, Bell offers flexibility in work hours based on the business needs.
Please apply directly online to be considered for this role. Applications through email will not be accepted.
We know that caring for our team members is at the heart of a healthy, positive and thriving workplace. As part of our team, you’ll enjoy a comprehensive compensation package that includes a competitive salary and a wide range of benefits to support the well-being of you and your family. As soon as you join us, you'll be eligible for medical, dental, vision and mental health benefits that you can tailor to your specific needs. Plus, as a Bell team member, you'll enjoy a 35% discount on our services and access exclusive offers from our partners.
We value the experiences that have shaped who you are, and we know the diversity of your talent will bring even greater strength to our team. At Bell, everyone belongs and you’ll feel valued, respected and supported as you grow and reach your full potential.
We also want to make sure that everyone has an equal opportunity to join our team. We encourage individuals who may require accommodations during the hiring process to let us know. For a confidential inquiry, email your recruiter or recruitment@bell.ca to make arrangements. If you have questions or feedback regarding accessibility at Bell, we invite you to complete the Accessibility feedback form (https://www.bce.ca/Accessibility_services/Accessibility_Feedback?brand=bce) or visit our Accessibility page (https://www.bce.ca/accessibility_services) for other ways to contact us.
Artificial intelligence may be used to assess parts of your application. Please review our privacy policy (see Phenom for details (https://www.phenom.com/talent-acquisition) ) to learn more about how we collect, use, and disclose your personal information.
Created: Canada, 1619, 1948
Bell, one of Canada's Top 100 Employers. (https://reviews.canadastop100.com/top-employer-bell?lang=en)