The company offers the following: 

• A 5 Working Day Schedule 
• Competitive compensation package 
• Private Health Insurance and Pension Plan 
• Friendly environment comprising of young, enthusiastic, and multi-national staff 
• High tech environment with many learning and development opportunities 
• Public Insurance 
• Friendly environment comprising of young, enthusiastic, and multi-national staff  

 
The ideal candidate should have excellent British or American English accent and will be responsible for the following work. 
 

• Responds to and logs all inquiries received from clients via telephone, email, or client portal 
• Provide level 1 support through our help desk ticketing system in time to meet our client obligations 
• Liaison with client to ensure that requests or problem reports have been satisfactorily handled 
• Identifies and analyzes systems requirements and defines project scope, requirements, and deliverables 
• Support for Microsoft Windows Desktops, MAC OS, technologies 

• Support for the Microsoft Windows stack, DNS, DHCP, Active Directory, and hosted e-mail systems, Office 365 and MS Azure 
• Keeps well documented and updated case notes on all tickets daily 
• Provides daily communication to clients on outstanding ticket status 
• Provides first and second level customer support including troubleshooting issues with computer hardware, network/internet connectivity, email, and software applications 
• Has the ability to participate effectively in multiple support efforts and provide technical expertise 
• Has the ability to communicate effectively to technical and non-technical audience. 
• Creates and maintains client-related documentation 

 Job requirements 

• 5+ years of experience in Microsoft Windows desktop and server operating systems; MAC OS technologies knowledge is preferred but not required 
• Bachelor’s degree in computer science or equivalent experience 
• MCSA preferred 
• Advanced level experience with Server, Desktop, and Network support are required 
• Experience in installing, optimizing, maintaining and securing of Microsoft Windows Desktops, Active Directory Microsoft Exchange (hosted) environments 

• Understanding of VMWare vSphere, and Microsoft Hyper-V technologies 
• Excellent verbal and written communication skills in French and English 
• Exceptional customer service and phone etiquette skills 
• Team player, ability to work on multiple, concurrent tasks and adapt to shifting priorities 
• Detail oriented and strong problem-solving capabilities 
• Ability to work proactively and collaboratively with entire staff 
• Ability to adjust work schedule to meet deadlines and work independently 
• Accountability, adaptability, assertiveness, dependability, initiative, and responsiveness are essential 
• Desire and demonstrated ability to continuously learn (new technologies, client business issues, other job functions, etc.) 
• Discretion and good sense in dealing with clients and willingness to see a problem through to its resolution 

 
Desirable Skills: 

• Detail oriented and strong problem-solving capabilities with the ability to work on multiple, concurrent tasks and adapt to shifting priorities. 
• Take initiative, and response to time-sensitive situations are essential, along with discretion and good sense in dealing with clients 
• ITIL V3 Foundation (Preferred but not required)