Technical Advisor II

Sherweb; Sherbrooke; On-site; CAD 40,000 - 60,000; Full time

Job summary

A cloud technology firm in Sherbrooke, Canada, is seeking a Technical Support Specialist to assist customers with their security and continuity portfolio. This role demands bilingualism in French and English, offering comprehensive training and growth opportunities in a supportive environment. Candidates should have experience with Windows tools and strong communication skills to resolve technical issues efficiently. The company values passion and teamwork, providing a flexible benefits plan and a focus on employee well-being.

Benefits

Flexible Total Compensation Offer

Vacation time based on experience

Annual salary review based on performance

Qualifications

• 1-3 years of experience in Technical Support.
• Strong understanding of Windows environments and DNS.
• Familiarity with EDR/XDR solutions is preferred.

Responsibilities

• Assist and provide technical support by phone and emails.
• Diagnose and resolve technical issues.
• Support clients through product deployment lifecycle.

Skills

Bilingualism (French and English)

Experience with Windows administrative tools

Strong understanding of virtualization concepts

Strong communication skills

Quick learner

Education

Highschool diploma or College diploma in computer science

Job description

Overview

Here\'s What We Do And Why We Do It. We work to simplify the cloud for IT professionals so they can focus on what really matters, making their customers\' lives better. Find out how we do that here: sherweb.com/about/

Responsibilities

• Assist and provide technical support by phone and emails;
• Diagnose and resolve technical issues related to our security and continuity portfolio;
• Guide customers through service configurations;
• Support client through the products deployment lifecycle;
• Provide a very high customer service level;
• Deliver and follow up on problem resolutions and customer satisfaction;
• Document all customer interactions and troubleshooting steps accurately and thoroughly in the ticketing system;
• Collaborate with peers and other departments to resolve issues and contribute to team knowledge;
• Resolve technical issues for customers: identify the causes, support the client remotely by using virtual machines, find and carry out solutions;
• Collect and analyze relevant diagnostic data, including logs, traces, and system outputs;
• Confront new technical issues every single day, from changing a password to help perform a disaster recovery;
• Consult and collaborate with Technical Advisor III when needed;
• Participate actively in vendor-led training sessions and identify personal or team knowledge gaps;
• Flag recurring technical or process knowledge gaps to the Team Lead for continuous improvement;
• Use your solid customer service skills. We always put our partners\' happiness first.
• Maintain technical knowledge by obtaining and renewing certifications relevant to the security and continuity portfolio;
• Carry out all other related tasks per the job\’s evolution and departmental needs.

Qualifications

• Highschool diploma, with relevant IT experience or College diploma in computer science (an asset);
• 1-2 years of experience with Windows administrative tools (Event Viewer, PowerShell, Registry Editor);
• 1-3 years of experience in Technical Support ;
• Excellent bilingualism (French and English) both spoken and written are essential;
• Strong understanding of Windows environments;
• Strong understanding of DNS;
• Strong understanding of virtualization concepts (VMs, Hypervisors); hands-on experience is preferred;
• Familiarity with EDR/XDR solutions (hands-on experience preferred);
• Comfortable working with macOS and Linux file systems;
• Comfortable working independently and making confident decisions during off-hours;
• Strong communication skills with the ability to explain complex technical topics to non-technical users;
• Quick learner with the ability to adapt to a growing product portfolio.

Benefits

• Sherweb is an environment where the needs of our customers are at the heart of our actions. We are committed to living our values of passion, teamwork and integrity every day.
• A fast-paced work environment that adapts to you
• A friendly and diverse work culture with inclusion and equality at the heart of our actions
• State-of-the art technology and tools
• A results-oriented culture where talent, action, and thinking outside the box are given due recognition
• Annual salary review based on performance
• Generous and caring colleagues of various professional and cultural backgrounds
• A Flexible Total Compensation Offer
• Vacation time that considers your previous experience
• Advanced paid hours to recharge your batteries (holidays and mobile days)
• Flexible benefits plan that adapts to your needs
• Flexible savings fund options
• A monthly home internet allowance
• Considerable growth opportunities
• A career path with opportunities to learn and grow
• Proximity to your direct manager and open, honest communication to support your development
• Multiple initial and on-the-job training opportunities and tools to track your progress and help you scale up in your career
• Sherweblife — a rich calendar of activities that allow us to gather virtually and face-to-face throughout the year
• Reasons for the requirement of English: Sherweb has international customers and fluency in English is the only way to ensure proper service delivery to them. The main tasks related to this position require written and oral communication with an English-speaking clientele at all times.