Job Description

Job Summary

This role delivers advanced technical support for Windows environments, utilizing both French and English language proficiency to resolve complex issues escalated by analysts. The position focuses on diagnosing root causes, implementing effective solutions, and ensuring customer satisfaction while upholding organizational quality and security standards.

Key Responsibilities

1. Deliver advanced technical support by troubleshooting and resolving complex issues in Windows environments, utilizing both French and English language proficiency to assist diverse customers.
2. Perform root cause analysis and implement solutions for escalated technical and security incidents using Windows administrative tools and diagnostic utilities.
3. Maintain and update knowledge base documentation in both French and English to facilitate effective issue resolution and ongoing learning within the support team.
4. Coach and mentor analysts and new team members, providing guidance on advanced troubleshooting techniques and effective use of Windows support tools.
5. Ensure resolution of complex support tickets within defined SLAs, collaborating within the support team to maintain operational excellence and robust security posture.
6. Contribute to positive customer experiences by achieving high First Call Resolution rates and minimizing case reopens, leveraging strong bilingual communication and technical expertise.

Skill Requirements

1. Advanced Proficiency In Windows Operating Systems Administration And Troubleshooting.
2. Advanced Proficiency In Using Diagnostic And Remote Support Tools For Windows Environments.
3. Advanced Skills In Conducting Root Cause Analysis And Implementing Technical Solutions.
4. Advanced Knowledge Of It Service Management Processes And Sla Adherence.
5. Advanced Ability To Create And Maintain Technical Documentation And Knowledge Bases.

Other Requirements

1. Optional but valuable: Microsoft Certified: Windows Server Hybrid Administrator Associate or similar certification.
2. Optional but valuable: ITIL Foundation certification.
3. Optional but valuable: DELF/DALF (French language certification) for nonnative speakers