Technology Support Analyst I – English
hace 2 semanas
Overview Technology Support Analyst I – English & French Support at J.S. Held LLC. The role provides remote, end-user support for company-issued computer systems, devices, and applications, serving native English and Canadian French speakers. Remote work, travel, and location requirements are described by the employer; the position involves a fast-paced environment with a flexible work culture. Responsibilities 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. Qualifications Essential Knowledge, Skills, and Qualifications Experience creating and maintaining technical documentation for Service Desk processes in English and Canadian French 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 Other Requirements 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 Benefits Our flexible work environment allows employees to work remotely, when needed Medical, Dental, and Vision Insurance Commuter Benefit Other Information Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice. Privacy & EEO By submitting your application, you acknowledge that you have read the J.S. Held Online Privacy Notice and hereby freely and unambiguously give informed consent to the collection, processing, use, and storage of your personal information as required and described therein. J.S. Held is an equal opportunity employer and is committed to hiring a diverse workforce. All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected veteran status, age, or any other characteristic protected by law. If you are an individual with a disability and would like to request a reasonable accommodation, please email and include “Applicant Accommodation” within the subject line with your request and contact information. #J-18808-Ljbffr
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