L1 Technician Bilingual French/English

As an L1 Technician Bilingual French/English at 1840 & Company, you will be responsible for providing first-level technical support to end-users, addressing their technical requests via phone, email, or in-person. You'll troubleshoot hardware and software issues, assist with network connectivity problems, and ensure all inquiries are documented in our ticketing system.

To be considered for the L1 Technician Bilingual position at 1840 & Company, candidates should be fluent in both English and French. A high school diploma is required, and while technical certifications like CompTIA A+ are beneficial, they are not mandatory. Strong problem-solving skills and a basic understanding of hardware and software will also help you excel in this role.

While prior experience in a technical support role is preferred, it is not a strict requirement for the L1 Technician Bilingual position at 1840 & Company. We value passion and potential, so if you have a strong willingness to learn and a knack for technology, we encourage you to apply!

The work environment for the L1 Technician Bilingual at 1840 & Company is friendly and collaborative. We promote a culture of teamwork and support, ensuring that everyone feels valued and empowered to contribute to our collective success and achieve a healthy work-life balance.

As an L1 Technician Bilingual at 1840 & Company, you will enjoy opportunities for professional development, growth within the company, and be part of a dynamic team. We strive to provide a positive work environment that fosters your career advancement while promoting your overall well-being and work-life balance.

When troubleshooting a hardware issue, start by gathering detailed information from the user about the problem they are facing. I would then proceed to conduct basic checks, such as ensuring all connections are secure, and verify if the device powers on correctly. Following this, I'd guide the user through potential solutions while documenting each step for clarity and future reference.

To diagnose a software issue, I'd first ask the user to detail the symptoms they're experiencing. I would look for any error messages and inquire about what actions led to the issue. This would help me determine if a software update or configuration change is needed. I'd also check if other applications are functioning appropriately, isolating the problem to specific software.

If a user reports connectivity issues, I'd follow a systematic approach: first, I would check if the problem affects multiple devices or just the user's device to determine if it's a local or network-wide issue. I'd guide the user to restart their modem and check their network settings to ensure they are correct. If the problem persists, I'd escalate the issue to the network team.

To ensure excellent customer service in technical support, I always listen attentively to the user's concerns and communicate clearly throughout the troubleshooting process. I aim to maintain a friendly and patient demeanor, ensuring the user feels supported and valued. Following up with users after resolutions to verify their satisfaction is also a crucial part of my approach.

Documenting a support request involves recording all essential information such as the user's contact details, issue description, actions taken, and outcomes. I would use the designated ticketing system to log these details concisely but thoroughly, ensuring that anyone reviewing the ticket later can understand the issue and the steps taken to resolve it.

If I come across an issue that exceeds my expertise, I would promptly escalate the situation to the appropriate higher-level team. Before doing so, however, I would gather as much information as possible to ensure they have a comprehensive understanding of the problem. Communication with the user is key—keeping them informed about the escalation process will help maintain their trust.

In situations with difficult customers, my approach would be to remain calm and empathetic. I would listen carefully to their frustrations, validate their concerns, and assure them I am here to help. By maintaining a professional attitude and focusing on finding a resolution, I aim to turn their negative experience into a positive one.

In one instance, a user was experiencing recurring startup issues with their laptop. After going through basic checks without resolution, I took the initiative to boot the system in safe mode to test for software conflicts and ultimately discovered a problematic application. I guided the user through the uninstallation process, and they were able to start their laptop without issues.

Some essential tools for an L1 Technician include remote desktop software for accessing user systems, ticketing systems for documenting requests, diagnostic tools for troubleshooting hardware and software, and knowledge bases or FAQs to reference common issues and solutions.

My approach to learning new technologies includes actively engaging with resources such as online courses, webinars, and technical forums. Networking with colleagues and participating in continuous training workshops also helps keep my skills sharp and relevant in the fast-evolving tech landscape.