L1&1.5 IT Support Specialist with French

Required:
• Fluency in English & French (both written and verbal)
• Proven IT education and 1 year job experience or 5 years of experience as an IT specialist
• Specialized know how on Databases, Windows, Network, Active Directory, Virtualization
• Proven remote support know-how (patches etc.)
• Technical
• Problem solver orientation
• Excellent communication and listening skills
• Strong communication and teamwork skills
• Team player
• Very good analytical skills
• Eagerness / willingness to learn
• Fast learner
• Ability to perform under pressure
• Ability to multi-task
• Willingness to travel
• Available to work in 24/7 shifts
Nice to have:
• Customer facing experience
• Telephone skills with good voice tone and pitch articulation and overall speech quality
• Customer focus
• Positive attitude"

• Providing initial remote technical software & hardware support to clients
• Consistently interacting with customer and supervisors to have the issue solved
• Analyzing problems/situations, understanding problem impact on client business
• Applying problem solving techniques
• Responding to client queries, providing timely resolutions to client issues
• Maintaining highest client satisfaction
• Maintaining positive client relationships even in severe and pressurized situations
• Logging all related activities for each customer query and handling client data securely
• Employing client ‘s standard support delivery methodologies and tools
• Performing in international software support delivery processes and environments
• Respond to requests for technical assistance in person, via phone, electronically
• Follow service desk procedures
• Performing problem management and end-to-end problem ownership
• Redirect problems to appropriate resource
• Identify and escalate situations requiring urgent attention
• Track and route problems and requests and document resolutions
• Stay current with system information , changes and updates
• Make sure the process conformity and SLAs are accomplished