Biingual Support/helpdesk technician (remote)

We are a company specialized in managed IT services and support for businesses. Through our innovative application and our teams, we enable our clients to manage their information systems simply and with a smile.

In the midst of development, we are looking to recruit new profiles who share the same values as us: Customer satisfaction, good humor, and savoir-être!

The technician is responsible for the quick and efficient resolution of users' issues regarding IT operations. To this end, they manage the ticket tracking system, perform diagnostics of questions/problems, guide users to problem resolution, communicate technical solutions in a friendly language, and provide user training if necessary. The technician will also be in charge of project management (hardware/software deployment, infrastructure optimization) on behalf of clients.

The Position:

As part of our technical team, your main missions will be:

    Receiving and processing support tickets (Tickets / Emails / Phone)
    Diagnosing infrastructure failures and providing assistance to clients
    Installation and support
    Project management
    Interventions at client sites (diagnosis, problem resolution, deployment, installation)
    IT infrastructure audits
    Proposing improvements for clients' IT parks
    Developing and updating documentation of executed work, user guides, and incident reports
    Providing basic advice and training to users.
    Advising clients

Technical Skills:

    Knowledge of Teamviewer or other remote control software
    Experience with RMM software (Ninja, Atera)
    Perfect mastery of Windows 10 and MacOS, iOS, Android
    Knowledge of Office 365 suite
    Knowledge of Google Workspace
    Good knowledge and best practices of computer networks (switching, routing, LAN, DNS, DHCP, VLAN, PLC), Wifi, and security (VPN, firewalls, antivirus)
    Experience with Synology NAS
    Knowledge of Microsoft AD (an asset)
    Experience and interest in scripting, deployment, and automation (Powershell) (an asset)
    Experience with management, configuration, and automation tools (imaging, remote deployment, profile management, etc.) (an asset)

Your Profile:

    Perfect mastery of the French language, both spoken and written
    Excellent customer service skills, both remotely and in person (empathy, courtesy, listening, professionalism)
    Organizational skills and priority management
    Excellent analytical abilities
    Autonomy and proactivity
    Strong personal discipline, extreme attention to detail
    High learning ability and quick mastery of new concepts
    Flexibility and availability. Ability to react quickly to unforeseen events
    Initiative
    2 to 3 years of experience in a similar position or Helpdesk
    Experience in implementing IT service management best practices solutions (ITIL certification an asset)
    Knowledge of written and spoken English (an asset)
    Holder of a B driving license

Benefits:

    Remote work
    Salary according to profile
    Health insurance

Recruitment Process:

    Phone / Video interview
    Tests: Dictation, logic test, ticket simulation
    Physical / Video interview

We thank all applicants for their interest, but will only communicate with those selected for an interview. We are an equal opportunity employer; the masculine is used in this job description solely to simplify the text.