IT Customer Service Operator Help Desk (Bilingual - FR/EN)

For our location in Montr al (Quebec H2G 2J6) we are looking for a bilingual IT Service Operator/Technical Support Specialist for 40 hours/week to start as soon as possible.

Tasks

• You communicate with customers through a variety of channels to assist them in diagnosing problems and to guide them in solving issues about our services and products in English and French.
• You create support tickets and process them to final resolution.
• You remain alert to messages from the incident notification system and inform the response team when incidents arise.
• You are responsible for the initial assessment of reported incidents to assign the most appropriate priority level to new tickets.
• You escalate issues and tickets so that they may be considered for immediate action, based on possible impact or SLA terms.
• You oversee the basic monitoring of infrastructure and services.
• You help in user education.
• You interact with other teams to provide a comprehensive and high-quality support.
• You work in a 24/5 shift system with a great planning reliability. Depending on the shift there are attractive bonuses and compensation days.

Requirements

• You have an IT education.
• You have experience in the area of IT support.
• You have a good understanding of IP Networking and protocols such as SMTP, DNS and HTTP.
• You have had mail server / email flow exposure and have a clear understanding as well as experience of mailflow.
• You are conversant with Linux that is a plus.
• You bring excellent written and verbal communication skills and you like working on the phone.
• You are customer focused must have good people skills, be friendly and helpful.
• You have a good understanding of the Windows Server operating system and knowledge of Hyper-V and/or VMware virtualization platforms that is a plus
• You are fluent in English and French - any other language is a plus.
• You are a team player and have inter-personal skills.
• Experience with Linux and batch scripting

Benefits

• Free space for innovation and independent action.
• Short decision paths and flat hierarchies in an open work atmosphere.
• Personal and professional development opportunities.
• Attractive and performance-related compensation.
• No dress code you can come to work as you like.
• Delicious coffee, tea and fresh fruit every day for free.
• Free Book Policy we will order your reference books.
• Regular pizza meetings for an interdisciplinary exchange.
• Unlimited contracts.
• Fast growing international company with a promising future and no limits to growth in your professional career.

Do you want to help shape the growth and success of the Hornetsecurity Group? Then apply now with

• Your CV as PDF document.
• Your earliest starting date and your salary expectation.