L1&1.5 IT Support Specialist with French

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Employer: confidential
  • Customer Support - Client Service
  • Job type: full-time
    Job level: 0 - 1 years of experience
  • nationwide
    Updated at: 18.09.2017

    • 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