Full-Time Technology Support Analyst I - English & French Support

Are you a good fit for this position?

You must have a minimum of 5 years of experience in a direct end-user support role.

This position requires a highly motivated individual – you must be proactive, enthusiastic, agile, show initiative, and be good at multi-tasking.

Are you organized and detail-oriented? This position requires someone who notices the little things and triple-checks processes and information for compliance and accuracy.

You must be able to identify roadblocks, craft comprehensive solutions, and deliver successful outcomes.

Though we are a fast-paced company, we pride ourselves on a flexible work environment and excellent team culture.

Proficiency in English and Canadian French (Quebec) at a professional level.

• Providing remote virtual, telephone, chat, and email support for employees for company-issued/approved computer systems, devices, and applications.
• Provide IT support to native English and French speakers, ensuring service quality in accordance with ITIL guidelines.
• Troubleshooting problems and providing immediate resolution, or performing additional research as needed to resolve issues.
• Performing root cause analysis and developing checklists for typical problems and recommending procedures and controls for problem prevention.
• Creating and managing detailed tickets documenting requests, troubleshooting, and resolution of requests.
• Escalate as it fits the situation to Tier II agents or as per Tier I lead´s instructions.

• Proficiency in Microsoft Office 365 (Outlook, Excel, Word) and Microsoft Windows 11.
• Expertise in cloud-based storage systems, including Box and Adobe Cloud products.
• Strong knowledge of Azure Active Directory (Azure AD), Intune, M365 Admin Console, and Exchange.
• Experience with ServiceNow or comparable ITSM Systems.
• Excellent troubleshooting and analytical skills, with the ability to independently diagnose and resolve issues without solely relying on documented solutions.
• ITILv4 Certification is a plus.
• Bachelor’s degree preferred.
• Minimum of 2-3 years of job stability in a corporate support environment.

• Location: Mexico, Colombia, Canada
• Language Skills: Professional fluency in English and Canadian French (Quebec), with a minimum proficiency of B1 preferred; however, C1 proficiency for both languages is highly preferred.
• Travel: None.
• Remote work requires a stable high-speed internet connection and quiet working environment.

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