Job Description

Job Summary

This role delivers technical support for Windows environments while leveraging fluency in both English and French to resolve user issues. The position ensures prompt ticket resolution, root cause analysis, and contributes to a positive customer experience by maintaining service quality and supporting continuous improvement initiatives.

Key Responsibilities

1. Resolve technical support tickets using Windows troubleshooting tools, ensuring issues are addressed within defined SLAs and documented in both English and French.
2. Communicate effectively with end-users and internal teams in French and English to clarify issues and provide clear, actionable solutions for Windows platform incidents.
3. Perform root cause analysis for recurring Windows issues, utilizing system logs and diagnostic utilities to identify and address underlying problems.
4. Update and maintain the knowledge base in English and French, ensuring accurate documentation of solutions and best practices for common Windows support scenarios.
5. Participate in on-call escalations for Windows support, independently managing incidents and providing timely, customer-focused resolutions.
6. Coach team members and contribute to internal training sessions on Windows troubleshooting and bilingual support techniques.

Skill Requirements

1. InDepth Knowledge Of Windows Operating Systems, Including Troubleshooting, User Account Management, And System Administration Tasks.
2. Experience With Ticketing Tools And Incident Management In A Support Environment.
3. Strong Analytical And ProblemSolving Skills For Root Cause Analysis In Windows Environments.
4. Good Understanding Of Documentation Practices For Knowledge Base Updates.
5. Advanced Customer Service Orientation With A Focus On Positive User Experience.

Other Requirements

1. Optional but valuable: Microsoft Certified: Windows Client, ITIL Foundation Certification, DELF/DALF (French Language Certification)