Bilingual Technical Support

We are looking for an energetic, flexible and ambitious individual with a desire to provide world-class service to our customers and to challenge themselves to learn new technology and approaches. Join our rapidly growing company as a key individual, and make a difference.

Job Description:

One of the primary reasons for our success is our commitment to customer service. The ideal candidate for this job will not only be exceptional at IT but must also be great at customer service. Strong interpersonal and communication skills as well as a professional and pleasant demeanor are a requirement. A willingness to go the extra mile to make sure our customers are satisfied with a job well done is critical. If you have a proven track record of supporting customers while offering technical excellence then you may be an excellent addition to our team. Bilingual (English and French) is required.

• Help customers to install, configure, use, and upgrade software within their environment
• Learn and apply data-management best practices and understanding basic disaster recovery concepts and requirements
• Provide excellent customer service including responding promptly to customer requests, professionally and accurately answering customer issues and questions, handle difficult situations and maintain composure and quality service
• Ability to multi-task and work under dynamic conditions and constraints with minimal supervision
• Strong analytical, prioritization, time management, and follow-up skills
• Manage multiple customer cases simultaneously and provide regular progress updates to customers with open support issues
• Develop common question and answer documentation to be included in company knowledge bases
• Interest in learning new technologies, troubleshooting and taking on a variety of tasks
• On-call rotation assignment

Requirements:

• B.S. degree or recent technical college diploma or equivalent experience
• Microsoft certification including any of the following: MSA, MCSE, MSSQL, MS Exchange
• At least 2 years full-time experience in the IT industry
• Fluent verbal and written skills in French and English

Nice to have skills:

• Linux and/or Unix
• Experience with relational databases (Microsoft SQL Server, Oracle)
• Experience with E-mail systems (MS Exchange & Lotus Notes)
• Experience with virtualization (VMware & Hyper V)
• Network (any) with a preference given to Cisco
• Network Operations Center (NOC) and/or helpdesk experience
• Experience with backup software and data management