Bilingual IT Success Specialist (EN/PT)

block64; Toronto; Hybrid; CAD 65.000 - 90.000; Vollzeit

Benefits dieser Stelle

Work-from-home options

Zusammenfassung

Block 64 is seeking a tech-savvy individual to remotely help customers deploy our unified IT visibility platform. You will guide deployments across networks, clouds, and virtualization environments, ensuring successful implementation.

Strong English and Portuguese communication is essential as you work with customers and partners to resolve issues, drive adoption, and deliver value from onboarding through renewal. Based in Toronto with flexible work-from-home options.

Qualifikationen

• Post-secondary degree, diploma, or certificate in computer science, information systems, or related field.
• Minimum 2 years of post-graduate experience in an IT support, systems administration, or customer-facing technical role.
• IT Service Desk, Network Administration, or Customer Success/Account Management experience is a strong asset.
• Solid foundation in core networking concepts (TCP/IP, DNS, DHCP, VPN, firewalls).
• Familiarity with Azure and/or AWS in corporate environments, including identity and resource management.
• Familiarity with Microsoft 365 and Azure Active Directory administration, including user provisioning and security groups.
• Understanding of Windows authentication protocols and virtualization platforms such as VMware/vSphere, Hyper-V, Nutanix.
• Familiarity with Unix/Linux operating systems and command line environment.
• Basic scripting or automation experience (PowerShell, Bash) is an asset.
• Ability to build trusted relationships with customers and manage competing priorities.

Aufgaben

• Serve as the primary point of contact for a portfolio of customers, onboarding through renewal via phone/web-conference, email, and chat.
• Record all customer interactions and support requests, documenting progress to resolution in the CRM/ticketing system.
• Maintain or exceed customer success and support ticket SLAs for response time and resolution.
• Coordinate and plan activities with partners and customers from deployment pre-work through installation and ongoing reviews.
• Lead remote deployment and configuration of the IT asset discovery platform across client networks, cloud tenants, and virtualization environments.
• Monitor customer health, usage, and adoption metrics and collect installation data to identify risk and improve performance.
• Conduct periodic business reviews with customers to demonstrate value and identify expansion opportunities.
• Provide guidance and mentorship to team members, sharing best practices.
• Document common errors, resolution paths, and customer playbooks in KB format.
• Identify opportunities for process and product improvements based on feedback.

Kenntnisse

Networking basics

Public cloud administration

Azure AD / M365

Unix/Linux

Scripting basics

Customer success

Relationship building

Windows authentication

VMware / vSphere

Ausbildung

Post-secondary degree in CS/IS or related field

Tools

VMware vSphere

Hyper-V

Nutanix

Jobbeschreibung

Block 64 is seeking a tech-savvy individual to remotely help customers deploy our unified IT visibility platform. You will guide deployments across networks, clouds, and virtualization environments, ensuring successful implementation.

Strong English and Portuguese communication is essential as you work with customers and partners to resolve issues, drive adoption, and deliver value from onboarding through renewal. Based in Toronto with flexible work-from-home options.