Technology Support Analyst Tier II – English & French Support

J.S. Held LLC; A distancia; COP 183.587.000 - 257.023.000; Jornada completa

Descripción de la vacante

A global consulting firm is seeking a Technology Support Analyst proficient in English and Canadian French. The role requires at least 7 years of experience in direct end-user support. Responsibilities include providing remote support for computer systems, troubleshooting issues, and maintaining technical documentation. The firm values creativity and strong organizational skills, offering a flexible work environment and comprehensive benefits including medical, dental, and vision insurance.

Servicios

Flexible work environment

Medical insurance

Dental insurance

Vision insurance

Formación

• 7+ years of experience in a direct end-user support role.
• Proficient in both English and Canadian French at a professional level.
• Minimum 2-3 years of job stability in corporate support.

Responsabilidades

• Provide remote support for employees on company computer systems.
• Troubleshoot problems and offer immediate resolutions.
• Create detailed tickets documenting support requests and resolutions.

Conocimientos

Technical documentation creation

Proactive problem solving

Customer service skills

Attention to detail

ITIL knowledge

Herramientas

Microsoft Office 365

Azure Active Directory

ServiceNow

Adobe Cloud

Descripción del empleo

Technology Support Analyst Tier II – English & French Support

• Full-time
• Job Location Type : Remote
• Department: IT

Are you looking to join an organization that is growing and dynamic? What about a high-energy, collaborative environment that rewards hard work?

J.S. Held is a global consulting firm that combines technical, scientific, financial, and strategic expertise to advise clients seeking to realize value and mitigate risk. Our professionals serve as trusted advisors to organizations facing high stakes matters demanding urgent attention, staunch integrity, proven experience, clear-cut analysis, and an understanding of both tangible and intangible assets.

The firm provides a comprehensive suite of services, products, and data that enable clients to navigate complex, contentious, and often catastrophic situations.

We are seeking a Technology Support Analyst proficient in both English and French to join our professional team. J.S. Held is a global consulting firm with over 50 offices worldwide and a workforce of more than 1000 employees. We emphasize learning and development and are committed to attracting and retaining top talent who demonstrate creativity, self-motivation, and strong organizational skills.

Are you a good fit for this position?

• Experience creating and maintaining technical documentation for Service Desk processes in English and Canadian French
• You must have a minimum of 7+ years of experience in a direct end-user support role.
• This position requires a highly motivated individual – you must be proactive, enthusiastic, agile, show initiative, and be good at multi-tasking.
• Are you organized and detail-oriented? This position requires someone who notices the little things and triple-checks processes and information for compliance and accuracy.
• You must be able to identify roadblocks, craft comprehensive solutions, and deliver successful outcomes.
• Though we are a fast-paced company, we pride ourselves on a flexible work environment and excellent team culture.
• Proficiency in English and Canadian French (Quebec) at a professional level.

Responsibilities

• Providing remote virtual, telephone, chat, and email support for employees for company-issued/approved computer systems, devices, and applications.
• Provide IT support to native English and French speakers, ensuring service quality in accordance with ITIL guidelines.
• Troubleshooting problems and providing immediate resolution, or performing additional research as needed to resolve issues.
• Performing root cause analysis and developing checklists for typical problems and recommending procedures and controls for problem prevention.
• Creating and managing detailed tickets documenting requests, troubleshooting, and resolution of requests.
• Escalate as it fits the situation to Tier II agents or as per Tier I lead´s instructions.

Essential Knowledge, Skills, and Qualifications

• Proficiency in Microsoft Office 365 (Outlook, Excel, Word) and Microsoft Windows 11.
• Expertise in cloud-based storage systems, including Box and Adobe Cloud products.
• Strong knowledge of Azure Active Directory (Azure AD), Intune, M365 Admin Console, and Exchange.
• Experience with ServiceNow or comparable ITSM Systems.
• Excellent troubleshooting and analytical skills, with the ability to independently diagnose and resolve issues without solely relying on documented solutions.
• ITILv4 Certification is a plus.
• Minimum of 2-3 years of job stability in a corporate support environment.

Other Requirements

• Location: Mexico, Colombia, Canada
• Language Skills: Professional fluency in English and Canadian French (Quebec), with a minimum proficiency of B1 preferred; however C1 proficiency for both languages is highly preferred.
• Travel: None.
• Remote work requires a stable high-speed internet connection and quiet working environment.

Some of the Benefits We Have Include

J.S. Held understands all our employees are people and sometimes life needs flexibility. We work to always provide an environment that best supports and suits our team’s needs.

• Our flexible work environment allows employees to work remotely, when needed
• Medical, Dental, and Vision Insurance

Other Duties

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.

By submitting your application, you acknowledge that you have read the J.S. Held Online Privacy Notice and hereby freely and unambiguously give informed consent to the collection, processing, use, and storage of your personal information as required and described therein. California residents can click here to learn more about the personal information we collect and here to learn about additional privacy rights that may be available.

We embrace diversity and our commitment to building a team and environment that fosters professional and personal enrichment is unwavering. We are greater when we are equal!

J.S. Held is an equal opportunity employer that is committed to hiring a diverse workforce. All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected Veteran status, age, or any other characteristic protected by law.

If you are an individual with a disability and would like to request for a reasonable accommodation, please email [e-mail] and include “Applicant Accommodation” within the subject line with your request and contact information.