Support Specialist

Job Description

The Support Specialist role at the company involves providing top-notch technical support to customers in the EMEA region. The ideal candidate is a dynamic problem-solver who enjoys helping people and thrives in a fast-paced environment.Responsibilities include:

• Acting as the first point of contact for customers seeking technical assistance via phone or email.
• Performing remote diagnostics, identifying issues, and determining the best solutions for customer problems.
• Working with a ticketing system to track and resolve customer support requests efficiently.
• Installing and configuring computer hardware, software, networks, printers, and scanners.
• Managing user accounts, permissions, and configurations within Microsoft 365 Tenant and Active Directory.
• Maintaining and updating user guides, technical documentation, and training materials.
• Coaching and training junior Support Specialists.
• Keeping IT inventory organized and update asset records in FreshService.
• Engaging with third-party providers for support and issue escalation.
• Scheduling and managing appointments with clients, ensuring all engagements are met.
• Following the Microsoft training path provided by the Team Lead and achieve set goals.
• Attending meetings, participating in team activities, and contributing to a positive and productive work environment.

Requirements:

• 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).

The company offers:

• Opportunity to work alongside and learn from best in class talent
• Excellent career development opportunities
• Great work environment