Technical Support Engineer managing customer support for Smarsh products and services. Focusing on issue diagnosis, troubleshooting, and ensuring customer satisfaction.
About the role
- Technical Support Analyst providing bilingual (French/English) support in a second-line role. Responsible for resolving IT issues and assisting with user inquiries.
Responsibilities
- Respond to English and French user queries via phone, email, chat, or the IT service management solution in a timely and professional manner
- Log and track all incidents and service requests in ServiceNow
- Provide first and second-level diagnosis and resolution for hardware, software, network, and application issues
- Escalate unresolved issues to other Dept Level 2/3 support teams according to escalation procedures
- Assist with setting up and configuring desktops, laptops, mobile devices, and peripherals using Intune/Autopilot
- Support user account management including password resets and access permissions
- Follow up with users to ensure full resolution of issues
- Document troubleshooting steps, solutions, and user feedback
- Maintain knowledge base articles and contribute to continuous service improvement
Requirements
- 3+ years of experience in an IT support/Helpdesk role with level 2 duties
- Bilingual in English and French – Excellent oral and written communication skills in both languages.
- Solid understanding of Windows operating systems, Windows 11
- Strong understanding of Office 365, email clients, and common productivity tools
- Excellent problem-solving and communication skills
- Strong customer service orientation and interpersonal skills
- Ability to work in a team environment and follow established processes
- Post-secondary education in a technical field or equivalent
- Relevant certifications (e.g., CompTIA A+, ITIL Foundation) would be considered an advantage
- Experience with ServiceNow and remote support tools would be considered an advantage
Benefits
- Competitive compensation package including base, bonus, benefits and pension plan
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Tech skills
Location requirements
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