ABOUT COMPUGEN:

Compugen is Canada’s largest privately-owned Technology Ally. To innovate industries, transform businesses, connect communities, and drive meaningful change, we must think bigger, reach broader, and act bolder. Through knowledge, curiosity, and collaboration, Compugen helps organizations delivering experience by design. This is what it means to be human-centered and technology-enabled.
Dreaming, designing, and delivering isn’t just a mantra for us — it’s a way of life. We believe that technology is the conduit, but our people – they are the connection that truly makes the magic happen!

POSITION OVERVIEW:

The Bilingual IT Support Technician in the Helpdesk Support Center plays a vital role in providing technical assistance for computer systems in the hospitality and restaurant industry (which is not a prerequisite). Leveraging both technical skills and personal qualities, they contribute significantly to the overall support function.

SKILLS & QUALIFICATIONS:

• Relevant Technical Experience in a work or school environment.
• Work experience in a collaborative, team-focused environment.
• College diploma or university degree in the field of computer science or technology.
• Exceptional customer service and interpersonal skills, with a focus on rapport-building.
• 2 years of experience of related experience.
• Ability to clearly communicate over email and phone.
• Related technical experience in either a work or school environment.
• Proven analytical and problem-solving abilities.
• Ability to effectively prioritize and execute tasks in a fast-paced environment.
• Experience working in a team-oriented, collaborative environment.
• Flexible on shifts

• Provide Technical Support:
• Respond to phone calls, emails, and other user assistance requests related to computer system issues.
• Diagnose and resolve technical issues promptly using appropriate troubleshooting tools.
• Perform tests and checks to ensure the proper functioning of systems.
• Document encountered problems and their solutions in a knowledge base.
• User Training and Support:
• Assist operational users with computer systems and specific application software.
• Guide users in learning new features and updates to systems.
• Coordination and Follow-up on Complex Issues:
• Collaborate with other support team members or IT personnel to resolve complex issues.
• Ensure ongoing tracking of open issues until complete resolution.
• Communicate recurring problems or improvement suggestions to the IT department for further action.
• Maintenance and System Management:
• Provide recommendations for preventive maintenance of computer systems through regular backups, software updates, and performance analyses.
• Manage software licenses to ensure compliance (in collaboration with our service provider).
• Collaborate with the IT department in the implementation of new systems or software.