In this position, you will be responsible for taking all user issues via calls, voicemail and electronic forms while taking responsibility for all IT issues through diagnosis, investigation and resolution. You will respond to escalation requests and ensure customer satisfaction in a highly customer focused and high volume environment. Internal service levels require a high first contact problem resolution rate and accurate routing of incident tickets to the next level of support.

Requirements:

2 - 4 years of troubleshooting experience (hardware & software), demonstrated understanding of service desk and service delivery, and the ability to learn and master new applications.

Ability to manage multiple tasks simultaneously in a fast-paced environment.

Ability to optimize tasks and processes.

Proactivity

Must be a team player.

A+ / N+ certifications are highly desirable.

Working knowledge of Active Directory, MS Exchange, Office365, Azure.

Working knowledge of printer issues (remote support).

Good knowledge of end-user devices: phones (Android, IOS), Win10, MacOS, tablets.

Good knowledge of networks (TCP/IP).

Candidate must be adaptable to changing working hours (night shift).

Good knowledge of English and French.