Technical Support Specialist

3 weeks ago


Québec, Quebec, Canada Feufo Inc Full time

At Feufo Inc, we are seeking a skilled Technical Support Specialist to join our team. The ideal candidate will have a strong background in workstation management and troubleshooting, with experience in Windows operating systems, including installation, recovery, and update.

Key Responsibilities

  • Provide technical support to end-users, escalating complex issues when necessary
  • Follow standard helpdesk procedures, including the use of our ticketing system
  • Route unresolved issues to appropriate team members for further investigation and resolution
  • Respond to assigned help desk tickets, support and troubleshoot technical requests
  • Day-to-day project support on multiple initiatives
  • Install and maintain computer equipment and peripheral hardware and software
  • Prepare and install all equipment and software for new and existing users
  • Meet SLAs for response and resolution times by partnering with L2 and Expert teams
  • Extensively research and document customer technical issues
  • Collaborate with Technical Support team members to properly manage customer inquiries and escalate when necessary
  • Partner with Technical Support team members on various strategic projects when needed
  • Own customer technical issues from initial report to resolution, communicating with customers regularly regarding issue status
  • Run monitoring reports for usage, performance, and/or availability
  • Document solutions for knowledge-base and bring new ideas for innovation and automation excellence into the Support team

Requirements

  • Practical knowledge of workstation management and troubleshooting
  • Experience with Windows operating systems, including installation, recovery, and update
  • Practical approach to application, network, and server troubleshooting
  • O365 Migration hands-on experience
  • Excellent communication skills
  • Above all, PERSONALITY and CUSTOMER SERVICE are key. This person needs to have the ability to fit in on our team, change pace rapidly, and respond to changing priorities
  • Logical thinker
  • Good analytical and problem-solving skills
  • Excellent interpersonal skills with the ability to work as a team member
  • Ability to interact with users in a clear and courteous manner
  • Ability to prioritize tasks at hand


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