Bilingual HyperCare Consultant, French & English

This is a fully remote position, open to applicants anywhere in the world.

📋 Description

• Act as the primary contact for users with diverse levels of technical expertise.

• Ensure an optimal user experience through effective and friendly communication.

• Provide support for mixed Windows and macOS environments as well as business-related peripherals.

• Manage and maintain Microsoft 365 environments.

• Offer comprehensive managed support for Exchange Online, SharePoint Online, Teams, OneDrive, and other Office 365 applications.

• Diagnose complex Office 365 issues and work with other IT teams for prompt resolutions.

• Assist clients with Office 365 migrations, integrations, and custom configurations.

• Perform regular reviews and audits of client Office 365 environments to ensure adherence to best practices and security policies.

• Conduct training sessions and workshops for client staff on Office 365 applications.

• Remain updated on Office 365 enhancements, features, and best practices.

• Collaborate with the sales team to identify additional services and support contract opportunities.

• Identify and document technical issues and their resolutions in the ticketing system.

• Deliver support for workstations, business systems, applications, networks, and mobile devices.

• Configure employee equipment, including hardware, operating systems, software, and user accounts.

• Oversee Windows servers, Azure VMs, and Office 365 administration.

⛳️ Requirements

• Complete fluency in both French and English.

• College diploma in Information Technology / Computer Systems or equivalent experience.

• 2-3 years of experience in a Support Analyst or End User Support role within the Information Technology sector.

• Familiarity with both Windows and Mac operating systems.

• Willingness and capability to work during Eastern Time (EST/ET) business hours.

• Proficiency with Windows 10/11, Mac OS, Android, iOS, Microsoft 365, the Office 365 suite, Microsoft 365 administration, Entra ID, Azure and Intune administration, and Windows Server 2012/2016/2019, along with Fortigate technologies and various peripherals.

• Competence in communicating with users facing technical issues through electronic means, phone, and in-person interactions.

• Ability to effectively communicate with users of varying technical skill levels.

• Skill in identifying and documenting problems and resolutions within a ticketing system.

• Capability to research and implement solutions using user manuals, technical documentation, and other resources.

• Proficiency in advising and training users.

• Ability to provide support for workstations, business systems, applications, networks, and mobile devices.

• Capability to set up equipment for employee utilization.

• Knowledge of hardware, operating system, and software installation processes.

• Understanding of user account creation and setup procedures.

• Familiarity with Windows server, Azure VM, and Office 365 administration.

🏝️ Benefits

• Employees are encouraged to pursue new and relevant industry certifications.

• Support and guidance provided for obtaining industry certifications.

• A strong team of experienced IT professionals available to assist and mentor employees.

• Opportunities to engage in deployment and migration projects related to the Microsoft stack and suite of services.

• An inclusive work environment.