Service Desk Analyst – French, English

This is a fully remote position, open to applicants in France.

📋 Description

• Deliver Level 1 technical assistance to internal users via phone, email, and self-service platforms.

• Diagnose and resolve moderate to complex technical issues within predefined service timelines.

• Determine root causes and offer effective solutions to mitigate recurring problems.

• Assist end users with Windows, MacOS, iOS, desktops, laptops, mobile devices, and meeting room technologies.

• Troubleshoot Microsoft 365 applications, including Outlook, Exchange Online, Teams, and OneDrive.

• Address user access, permissions, and Multi-Factor Authentication (MFA) challenges.

• Manage user accounts and access through Azure Active Directory (Entra ID).

• Provide support for Windows and MacOS devices utilizing Microsoft Intune.

• Resolve network connectivity issues related to LAN, WiFi, and VPN.

• Offer guidance and share knowledge with fellow Service Desk team members.

• Develop and update Knowledge Base articles to enhance self-service support and decrease recurring incidents.

• Document and monitor incidents using IT service management tools such as ServiceNow.

• Participate in after-hours on-call support when necessary.

• Work 8 hours a day in alignment with Eastern Time (Toronto time).

⛳️ Requirements

• Proficient in English at C1 or C2 level.

• Proficient in French at C1 or C2 level.

• Over 3 years of relevant experience in technical support or a people management position.

• Familiarity with end-user technologies, including desktops, laptops, mobile devices, and meeting room technology.

• Experience with Windows, MacOS, and iOS operating systems.

• Proficiency in troubleshooting complex Microsoft 365 incidents, encompassing Outlook/Exchange Online, Teams, OneDrive, MFA, permissions, and user access issues.

• Experience addressing issues with Outlook, Teams, OneDrive, and Microsoft 365 accounts for end-users.

• Competence in managing users, access, and MFA in Azure Active Directory (Entra ID).

• Experience in supporting and managing Windows and MacOS devices via Microsoft Intune.

• Capability to troubleshoot LAN/WiFi/VPN connectivity issues and support switches and firewalls.

• MCP WIN 10 certification.

• Familiarity with Azure.

• Understanding of ITIL processes and call tracking systems such as ServiceNow.

• Highly skilled in verbal and written communication, with the ability to engage with all organizational levels.

• Willingness to participate in after-hours on-call support according to the team's rotation schedule.

🏝️ Benefits

• Fully remote work arrangement as a contractor.

• Paid time off (PTO) days per year.

• 100% company-covered international certifications.

• Access to coworking spaces.

• English language classes.

• Engaging team-building activities.

• Personalized gifts.

• Welcome kit.

• Referral program.