knowledge and abilities

Bilingual – English & French written and spoken

• Excellent Knowledge on Extranet/Internet protocols (TCPIP, SMTP/POP, LDAP DNS, Proxy etc.) and messaging protocols (POP3, IMAP, MAPI, HTTP, SMTP)
• Good Working experience in Operating Systems – Windows/Linux/
• Good knowledge of TCP/IP (networking, protocols), Application Servers, proxy servers, Firewalls, Load balancers
• Good knowledge of Microsoft Office 365
• Conversant with MS Office Software Suite: Word, Excel, Outlook etc.

Knowledge:

• Information Technology
• Knowledge Management Systems
• Process and Standards
• Support/service Organization
• Customer Relationship Management

Abilities:

• Good communication skills (French written and spoken)
• Excellent customer facing skills

• Excellent troubleshooting and analytical skills

• Good time management, and organizational skills
• Team work, uses a team approach to solve problem when appropriate
• A determination to process tasks according to pre-defined processes is essential
• Ability to build relationships with peers and management levels and customers
• Proactive, curious,  self-motivated and determined attitude
• Strong commitment for customer satisfaction
• Tenacity
• Flexibility in terms of working hours.
• Ability to work under pressure & multi-task
• Using a team approach to solve problem when appropriate
• Need a willingness to learn and expand knowledge
• Good Coaching and Training Skills
• Excellent understanding of customer architecture
• Keep up to date on new customer technologies

education, qualifications, and certifications

Degree in IT or Telecommunications field from a recognized university

ITIL V3 Foundation (optional)

Microsoft Certifications (optional)

Experience

3 years as IT customer support or IT Administrator or similar role