About the role
Description
This role is accountable for providing1 st level support for internal Moneris end users related to desktop and mobile technologies and standard corporate desktop applications. In this role, you will ensure timely response and resolution to incidents and provide How To support.
Responsibilities
Accountable for triaging and troubleshooting of moderate to complex level 1 incidents and problems generated by phone, self-service, and email along with resolution/root cause within service target timelines
Responsible for providing guidance and training to other members of the 1 st level support Service Desk team related to incidents and How Tos ensuring ongoing transfer of knowledge to support a high level of first call resolution
Responsible for contributing to our Knowledge Base by developing content monthly that would be beneficial as self-service articles to drive use of the Knowledge Base by end users and reduce inbound calls to the Service Desk
Maintains an understanding of standard applications supported by the End User Services team
Requirements
Advanced English
Fluent French
3+ years of equivalent work experience in technical support or a people management role
Experience with end-user technologies, including: Desktops, laptops, and mobile devices, Meeting room technology
Operating systems: Windows, MacOS, iOS
Experience troubleshooting complex Microsoft 365 incidents, including Outlook/Exchange Online, Teams, OneDrive, MFA, permissions, and user access issues.
Experience troubleshooting Outlook, Teams, OneDrive, and Microsoft 365 accounts for end-users
Experience managing users, access, and MFA in Azure Active Directory (Entra ID)
Experience supporting and managing Windows and MacOS devices through Microsoft Intune
Experience troubleshooting LAN/WiFi/VPN connectivity issues and supporting switches and firewalls
MCP WIN 10 certification
Azure experience
Understanding of ITIL processes and call tracking systems (e.g., ServiceNow)
Highly proficient in verbal and written communication, with the ability to interact with all levels of the organization
Service Desk Team: After-hours On-Call support from 7 PM to 7 AM
Benefits
Fully remote work arrangement as a contractor
Competitive salary in USD
PTO days per year
100% company-covered international certifications
Access to coworking spaces
English classes
Engaging team-building activities
Personalized gifts
Welcome kit
Referral program
Originally posted on Himalayas