IT Support Specialist

2 months ago

Montreal, Quebec, Canada Hornetsecurity Full time
Job Summary

We are seeking a highly skilled and bilingual Technical Support Specialist to join our team at Hornetsecurity. As a key member of our support team, you will be responsible for providing exceptional technical support to our corporate clients, resolving complex technical issues, and building strong customer relationships.

Key Responsibilities
  • Diagnose and resolve technical issues over the telephone, email, and online chat in areas such as system configurations, product functionality, and bugs/enhancements.
  • Build personal customer relationships and focus on delivering an outstanding customer experience.
  • Escalate issues to our development team and coordinate resolution until issues are resolved.
  • Convey customer feedback to product development staff.
  • Keep customers informed on issue resolution progress.
  • Interact with other teams to provide comprehensive and high-quality support.
  • Assist in user education and training.
Requirements
  • Excellent logical, analytical, and problem-solving skills.
  • Strong customer etiquette and ability to manage high-profile customers under pressure.
  • Experience in troubleshooting Windows Server issues using inbuilt Windows applications.
  • Good understanding of basic networking protocols.
  • Fluency in English and French, with additional languages a plus.
  • Quick learner and self-starter.
Preferred Skills
  • Knowledge/experience with Hyper-V and/or VMware virtualization platforms.
  • Previous experience in network/system administration.
  • Deep understanding of the Windows Server operating system.
  • Knowledge/experience with Microsoft VSS.
What We Offer
  • Free space for innovation and independent action in a fast-growing international company.
  • Personal and professional development opportunities.
  • Short decision paths and flat hierarchies in an open work atmosphere.
  • Home-Office Option and flexible working hours.
  • Additional Sick Leave & Public Holidays.
  • Collective Insurance Plan.
  • Way to Work Goodie.
  • Be-Active Bonus – allowance for fitness and sports club membership.
  • Temporary Employee Exchange Program – opportunity to work at global office locations.
  • Team events and regular global update meetings.

At Hornetsecurity, we are committed to enhancing our growth and creating a positive corporate culture. If you are a motivated and skilled individual who is passionate about IT security, we encourage you to apply for this exciting opportunity.

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