Senior Administrator - English, French, Microsoft Windows

Job Summary

Incident Management & Troubleshooting: Diagnosing, troubleshooting, and resolving hardware, software, network, and application issues (Windows/Mac/Linux).\r\n Ticketing System Management: Logging, tracking, prioritizing, and updating IT support tickets from intake to resolution, ensuring SLAs are met.\r\n User Support & Communication: Providing high-quality technical assistance via phone, email, or in-person to employees or clients.\r\n Service Request Fulfillment: Handling onboarding/offboarding tasks, such as creating user accounts, resetting passwords, and setting up workstations.\r\n Remote Support: Using remote desktop tools to solve issues for remote employees or branch offices.\r\n Escalation: Identifying and escalating complex, unresolved, or high-priority technical issues to specialized, higher-level IT teams.\r\n Documentation & Knowledge Base: Creating FAQ materials, troubleshooting guides, and updating IT documentation.\r\n System Maintenance: Performing routine system installations, upgrades, and maintenance to prevent issues\r\n\r\n Technical Knowledge: Proficiency in Windows/macOS, Active Directory, network troubleshooting (VPN, TCP/IP), and Microsoft Office Suite.\r\n Communication Skills: Excellent verbal and written communication to explain complex technical issues simply.\r\n Problem-Solving: Strong critical thinking to find both workarounds and permanent solutions.\r\n Experience: Usually 1-3 years in a similar IT support or helpdesk role.\r\n Certifications: ITIL certification or CompTIA A+ are often preferred

Key Responsibilities

Troubleshooting, log and prioritize the incidents, create KB articles, address escalations

Skill Requirements

Fluency in English, End User Computing knowledge

Other Requirements

Troubleshooting, log and prioritize the incidents, create KB articles, address escalations