Support Specialist (English and French)

Company

This client is a boutique IT services and consulting firm based in Montreal. Established in 2005, they offer professional IT solutions and support tailored to small and medium-sized organizations.

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!

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.

Qualifications

• Degree in Computer Science or Information Technology (preferred).
• Experience with Windows and Mac operating systems.
• Basic knowledge of Active Directory environments and Microsoft 365.
• 1+ years of experience in an IT Help Desk role.
• 2+ years of experience in a customer service role.
• Bilingual in English and French (Required).