Msp Helpdesk Analyst, Bilingual

**Position**: MSP Helpdesk Analyst - Bilingual

**Start Date**: As soon as possible

**Location**: Remote - from anywhere in Canada

**Here is** **what we do and why we do it.**

**Here is** **how you can contribute to the company's success.**

Our team goal is to solve our clients’ IT issues. You will contribute to this goal by offering technical support to clients all over the world. Success in this role involves solving accurately and rapidly customers’ technical issues through genuine and personalized interactions. To do this you will collaborate with the entire technical support team. The bottom line: we’re looking for innovative, flexible, team-oriented individuals with an appetite for the excitement and constant changes of the IT industry

**This is what your day-to-day in this role will look like.**
- Resolve technical issues for customers: identify the causes, support the client remotely by using virtual machines, find and carry out solutions
- Communicate with customers at all levels of technical and non-technical skills sets
- Follow all standard operating procedures (SOP) through the effective use of knowledge management
- Work collaboratively with teams across the organization
- You will provide technical support to PCs, MACs, workstations/laptops, servers, printers, mobile devices, modems, routers and switches etc.
- Install, modify, and repair computer software

**Here is what you need to have** **to get the job.**
- If you have at least half, you have a great chance to receive a call from us._
- An ability and willingness to work in a 24*7*365 rotating shift environment
- An understanding of helpdesk practices and methodologies
- Ability to communicate with customers at all levels of technical and non-technical skill sets
- A proven ability to prioritize and execute tasks in a high-pressure environment
- A proactive and predictive approach to problem solving
- An open-mindedness to both giving and receiving feedback
- A passion for technology and enthusiasm for helping GMS grow and improve
- CompTIA Network+/Security+/A+, MCSA Windows Server 2012 or newer, Azure or MS365 role-based certifications an asset
- Minimum of 3 - 5 years experience working in an IT Service Desk/inbound Call Center environment
- Strong command of the English language required, both verbal and written to provide effective support services over the phone
- Experience working from home/working remotely is strongly preferred
- Experience using ITSM Ticketing tools (e.g. Service Now, Remedy) to manage and track incidents preferred
- Associate’s (or equivalent) degree in Computer Science or Information Technology from a technical school preferred

Please note you should be prepared to use your own smartphone for multi-factor authentication; you will also need to use your personal computer to connect to an RDS environment.

**If you have these skills, you will fit right in with us.**
- **Communication skills** - Why? Because you will be expected to explain concepts by adapting the style and content of your messages to your audience (whether it’s internal clients, external clients or your teammates).
- **Organization and resourcefulness** - Why? Because we don’t believe in micromanagement. You will need to figure out solutions on your own by using your skills, your knowledge and any relevant information you can get your hands on.
- **Problem-solving skills** - Why? Because when you face a problem, you will first analyze the information before identifying the possible causes. You will then explore and implement the most efficient and logical solutions.
- **Adaptability** - Why? Because our industry constantly evolves. You will have to adjust your thinking and methods to better suit new or unplanned situations (whether it’s for your daily tasks or your working environment).

**Benefits of working at Sherweb**

Sherweb is first and foremost a culture where the needs of our customers are at the heart of our actions and are supported by Sherwebers committed to living our values of passion, teamwork and integrity.

**A personalized and high-quality work environment**
- An environment that puts the recognition of behaviors and achievements at the forefront and offers a variety of programs.
- Generous and caring colleagues from a multitude of professional and cultural backgrounds.
- The opportunity for you to recommend quality talent and be rewarded with our generous referral program.

**Unlimited growth opportunities**
- Proximity to your manager and open exchanges to support your development.
- Multiple initial and on-the-job training opportunities (in the field, via mentoring, online at your own pace, with a trainer - online or in person) as well as tools to track your progress and proactively prepare you for different career prospects.

And finally, the icing on the cake: an active social life (nicknamed Sherweblife) thanks to a rich calendar of activities that allows us to gather virtually and face-to-face throug