Microsoft Support Technician

CoFoMo Inc.; Montreal (administrative region); On-site; CAD 45,000 - 60,000; Full time

Job summary

CoFoMo Inc. Montreal IT help desk is seeking an experienced IT Support Specialist to handle user inquiries and incidents across the organization.

You will work in a bilingual environment, providing frontline support in French and English, and you will use remote tools to diagnose and resolve issues. The ideal candidate holds a diploma or certificate in computer systems, brings 3–5 years of service desk experience, and is proficient in a Microsoft environment.

Qualifications

• Diploma or certificate in computer systems or equivalent.
• 3–5 years of IT support experience in a service desk.
• Experience in a Microsoft environment.
• Experience in level 1 and 2 technical support.
• Excellent interpersonal skills and strong customer service.
• Fluency in French and English for daily tasks and communications.

Responsibilities

• Create and update trouble records and service requests, and follow up until resolved.
• Provide technical support to users online, by phone, and in person.
• Use remote control tools to troubleshoot incidents.
• Route incidents to appropriate teams as needed.
• Apply escalation procedures and ensure service levels are met.
• Maintain incident records and knowledge base in management tools.
• Administer user accounts, print queues, directories and user files.
• Manage email groups and reset passwords.
• Provide technical support for applications used by the organization.
• Contribute to IT policies and procedures development.

Skills

IT Support

Service Desk

French & English

Microsoft Environment

Customer Service

Education

Diploma/Certificate in computer systems

Job description

Here's a brief overview of the tasks and responsibilities you'll be able to do:

• Create trouble records and service requests, update them and follow up until they are resolved;
• Provide technical support to users online, by phone, and in person;
• Use remote control tools to troubleshoot incidents;
• Route incidents and requests to the appropriate teams when required;
• Apply escalation procedures and ensure service levels are met;
• Follow up on requests to ensure quick resolution of incidents;
• Maintain incident records and knowledge base in management tools;
• Administer user accounts, print queues, directories and user files;
• Manage email groups, reset passwords and use content filtering tools;
• Provide technical support for applications used by the organization;
• Contribute to the development and updating of the information technology department's policies and procedures.

The profile you are looking for is as follows:

• Hold a diploma or certificate in computer systems or equivalent training;
• Have between three (3) and five (5) years of experience in IT support in a service desk;
• Demonstrate experience in a Microsoft environment;
• Have experience in level 1 and 2 technical support;
• Demonstrate excellent interpersonal skills and provide quality customer service;
• This position requires fluency in French and English for daily tasks, understanding documentation, and professional communication with customers, suppliers, and colleagues across Canada.
• French and English language skills are essential, both oral and written.