Offer summary

Qualifications:

Degree in Computer Science or Information Technology preferred., 1+ years of experience in an IT Help Desk role., 2+ years of experience in a customer service role., Bilingual in English and French is required..

Key responsibilities:

Act as the first point of contact for customers seeking technical assistance via phone or email.

Perform remote diagnostics and identify issues to determine solutions for customer problems.

Manage user accounts and configurations within Microsoft 365 and Active Directory.

Coach and train junior Support Specialists while maintaining technical documentation.

Job description

Part Time Job

Engagement: Perm

The Role

We are looking for a Support Specialist to join our team and provide top-notch technical support to our customers. If you are a dynamic problem-solver who enjoys helping people, takes pride in providing high-quality service, and thrives in a fast-paced environment, we’d love to hear from you!

Roles & Responsibilities

Customer Support: Act as the first point of contact for customers seeking technical assistance via phone or email.
Troubleshooting: Perform remote diagnostics, identify issues, and determine the best solutions for customer problems.
Help Desk Ticketing: Work with a ticketing system to track and resolve customer support requests efficiently.
System Management: Install and configure computer hardware, software, networks, printers, and scanners.
Active Directory & Microsoft 365: Manage user accounts, permissions, and configurations within Microsoft 365 Tenant and Active Directory.
Documentation: Maintain and update user guides, technical documentation, and training materials.
Training & Mentorship: Coach and train junior Support Specialists.
Inventory Management: Keep IT inventory organized and update asset records in FreshService.
Vendor & Partner Collaboration: Engage with third-party providers for support and issue escalation.
Client Engagement: Schedule and manage appointments with clients, ensuring all engagements are met.
Continuous Learning: Follow the Microsoft training path provided by the Team Lead and achieve set goals.
Team Collaboration: Attend meetings, participate in team activities, and contribute to a positive and productive work environment.