Support Specialist - Remote Eligible

Support Specialist

Our client is a leading provider of IT support and managed services, dedicated to helping businesses thrive through streamlined technology solutions. With a focus on proactive support, security, and user experience, they deliver tailored IT strategies that drive efficiency and business continuity. Their collaborative team culture, emphasis on technical excellence, and commitment to client success make them a trusted partner for organizations looking to scale with confidence in today's fast-evolving tech landscape.

The Role

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

Key Responsibilities

• Customer Support: Serve as the first point of contact for customers seeking technical assistance via phone or email.
• Troubleshooting: Perform remote diagnostics, identify technical issues, and determine effective solutions.
• Help Desk Ticketing: Utilize a ticketing system to manage, track, and resolve support requests efficiently.
• System Management: Install and configure computer hardware, software, networks, printers, and scanners.
• Active Directory & Microsoft 365: Manage user accounts, permissions, and settings within Microsoft 365 Tenant and Active Directory.
• Documentation: Maintain and update technical documentation, user guides, and training materials.
• Training & Mentorship: Support and mentor junior Support Specialists as needed.
• Inventory Management: Organize and update IT inventory, including asset records in FreshService.
• Vendor & Partner Collaboration: Coordinate with third-party providers for support and issue resolution.
• Client Engagement: Schedule and manage client appointments, ensuring excellent follow-through.
• Continuous Learning: Follow the Microsoft learning path provided by the Team Lead and meet training milestones.
• Team Collaboration: Attend team meetings, contribute to a collaborative work environment, and uphold high support standards.

The Candidate

• Degree in Computer Science or Information Technology (preferred)
• Experience with both Windows and Mac operating systems
• Basic knowledge of Active Directory environments and Microsoft 365
• 1+ years of experience in an IT Help Desk or Support role
• 2+ years of experience in a customer service position
• Fluent in English and French (Required)
• Strong communication skills and a problem-solving mindset
• Ability to work independently and prioritize tasks effectively

What's On Offer

• Work alongside and learn from best-in-class IT professionals
• Excellent career development opportunities
• Great work environment with a focus on continuous learning and collaboration