1. Work with customers and partners to identify and resolve issues.
2. Troubleshoot system, network, and software issues.
3. Targeted monitoring – Proactive Mail.
4. Respond to inquiries via phone (Aircall), email, and ticket management tool (Salesforce).
5. Install and configure hardware and software.
6. Communicate with customers to quickly identify the root cause of their problem.
7. Provide timely and accurate customer feedback.
8. Guide customers through a series of steps to resolve issues.
9. Follow up with customers and partners to ensure issue resolution.
10. Support the roll-out of new applications.
11. Provide step-by-step technical assistance, both written and verbal.
12. Document procedures and draft relevant reports.

Qualifications:

• Diploma/Degree in Computer Science, Information Technology, or a related field.

Skills & Competencies:

• Fluent in spoken and written English and French (essential for handling both phone and written communications).
• Strong teamwork and collaboration skills to work efficiently within a support environment.
• Strict adherence to troubleshooting, documentation, and escalation protocols to maintain service consistency and quality.
• Good understanding of computer systems and networks.
• Compulsory knowledge of computer networking.
• Basic knowledge of SQL Query.
• Ability to interpret and troubleshoot simple Bash, PowerShell, and JavaScript scripts.
• Familiarity with remote desktop applications and help desk software.
• Strong problem-solving and communication skills.