Bilingual Technical Analyst

Description:

As a Bilingual Technical Analyst, you’ll translate business needs into practical, effective technology solutions. You’ll gather and interpret requirements, configure and enhance systems, and continuously improve tools and processes to support automation and reliable operations. Using your technical curiosity and critical thinking skills, you’ll troubleshoot issues, work with modern cloud technologies—including SaaS and PaaS—and apply your understanding of system integration to deliver solutions that advance FCC’s goals and improve the customer experience.

You’ll also bring strong service desk experience to the role by resolving customer issues using best practices, providing timely and effective support, and maintaining clear, accurate troubleshooting documentation.

What You’ll Do

• Develop, implement and support tools, processes and technical solutions that improve FCC’s business capabilities
• Lead team and stakeholder meetings and participate in after-hours on-call rotation
• Offer technical support by phone, email, chat and one-on-one interactions
• Facilitate the resolution of Major IT Incidents
• Troubleshoot second-level IT support issues and common issues, trend analysis and documentation

Required Qualifications

• Diploma or certificate in information technology or computer science
• Minimum two years of service desk or call centre experience or related experience (or an equivalent combination of education and experience)
• In-depth knowledge of common software and operating systems
• Exceptional commitment to customer service
• Extensive knowledge of systems analysis, design concepts, and computing and software industry trends
• Valid driver’s licence
• ITIL V3 Foundations certification
• Bilingualism (English and French) is a must

Preferred Qualifications

• Information Technology Infrastructure Library (ITIL) certification
• Mac certification
• Microsoft certification