Bilingual Product Support Associate supporting Float’s finance - management platform through technical troubleshooting and customer education. Maintaining knowledge systems and improving customer service operations.
About the role
- Bilingual HyperCare Consultant supporting French- and English-speaking users across Windows, macOS, and Microsoft 365. Troubleshooting, administering, and securing client environments for CrucialLogics’ managed IT services.
Responsibilities
- Serve as the first point of contact for users with varying levels of technical skill
- Ensure the best possible user experience through efficient and personable communication
- Support mixed Windows and macOS environments and business-related peripherals
- Administer and maintain Microsoft 365 environments
- Provide end-to-end managed support for Exchange Online, SharePoint Online, Teams, OneDrive, and other Office 365 applications
- Troubleshoot complex Office 365 issues and collaborate with other IT teams for timely resolution
- Assist clients with Office 365 migrations, integrations, and customizations
- Conduct regular reviews and audits of client Office 365 environments for best-practice and security-policy compliance
- Deliver training and workshops to client staff on Office 365 applications
- Stay current with Office 365 updates, features, and best practices
- Collaborate with the sales team to identify additional services and support contract opportunities
- Determine and document technical problems and resolutions in the ticketing system
- Provide workstation, business systems, application, network, and mobile device support
- Set up employee equipment, hardware, operating systems, software, and user accounts
- Administer Windows servers, Azure VMs, and Office 365
Requirements
- Full fluency in French and English
- Information Technology / Computer Systems College Diploma or equivalent experience
- 2-3 years of experience in a Support Analyst or End User Support role in an Information Technology related field
- Familiarity with Windows and Mac operating systems
- Comfort and ability to work within Eastern Time (EST/ET) business hours
- Experience with Windows 10/11, Mac OS, Android, iOS, Microsoft 365, Office 365 suite of applications, Microsoft 365 administration, Entra ID, Azure and Intune administration, Windows Server 2012/2016/2019, Fortigate technologies, and various peripherals and accessories
- Ability to communicate with users experiencing technical issues electronically, over the phone, and in person
- Ability to communicate effectively with users of varying technical knowledge levels
- Ability to determine and document problems and resolutions within a ticketing system
- Ability to research and implement solutions using user guides, technical manuals, and other documents
- Ability to provide advice and training to users
- Ability to provide workstation, business systems, application, network, and mobile device support
- Ability to set up equipment for employee use
- Knowledge of hardware, operating system, and software installation
- Knowledge of user account creation and setup
- Knowledge of Windows server, Azure VM, and Office 365 administration
Benefits
- Employees are encouraged to pursue new and applicable industry certifications
- Assistance and guidance toward obtaining industry certifications
- Strong group of experienced IT professionals to assist and guide employees
- Opportunities to get involved with deployment and migration projects related to the Microsoft stack and suite of services
- Inclusive work environment
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