Support Specialist

Are you passionate about solving tech issues and delivering top-notch customer support? Join our team as a Support Specialist and be the go-to expert for our clients’ IT needs!

RESPONSIBILITIES:

• Act as the first point of contact for tech support via phone and email
• Troubleshoot issues through remote diagnostics and problem-solving
• Manage and resolve support tickets efficiently using our help desk system
• Install and configure hardware, software, networks, and printers
• Manage user accounts and permissions in Microsoft 365 and Active Directory
• Maintain and update technical guides and documentation
• Train and mentor junior Support Specialists
• Organize and track IT inventory using FreshService
• Coordinate with vendors for escalations and support
• Schedule and manage client appointments
• Follow the Microsoft training path and hit learning milestones
• Attend team meetings and contribute to a positive work culture

QUALIFICATIONS:

• Degree in Computer Science or IT (preferred)
• Proficiency with Windows and Mac OS
• Basic knowledge of Active Directory & Microsoft 365
• 1+ year in an IT Help Desk role
• 2+ years of customer service experience
• Bilingual in English and French (Required)