IT Technical Support

Summary

Join Workleap's IT Support team as an IT Support Technician and provide high-quality technical support to resolve IT requests within reasonable timeframes. Manage user accounts, SaaS access, and IT assets using MDM tools. Collect, clarify, and document relevant information, and research initiatives to improve user experience. Collaborate with the IT team on incident resolution and ad-hoc projects, defining priorities and managing time effectively. The team consists of six experts in IT support and systems administration, focused on ensuring operational continuity. Future challenges include integrating new employees and technologies, improving IT processes, and deploying new tools.

Requirements

• Excellent customer service skills
• Knowledge of Azure AD, Microsoft365, Azure PIM
• Strong organization and management of priorities
• Experience in SaaS access management
• Sense of initiative, autonomy, and resourcefulness
• Expertise in Windows 10/11 and Mac OS computer troubleshooting
• Excellent communication skills in French and English (spoken and written)

Responsibilities

• Provide quality technical support and ensure the resolution of IT requests within a reasonable timeframe
• Manage access and licenses (creation, modification and deletion of user accounts and SaaS access)
• Manage IT assets using MDM tools such as Intune and Jamf
• Collect regularly, clarify and document information relevant to the team
• Research, investigate and propose team initiatives aimed at improving user experience, efficiency and ease
• Collaborate with the IT team on the incident resolution as well as on ad-hoc projects
• Define priorities and ensure good time management

Preferred Qualifications

• Knowledge of ITIL processes
• Excellent customer service skills