I.T Helpdesk Analyst (Remote - Bilingual)

** GMS is 100% a remote company, every single employee works from home! **

If you are a Bilingual (English / French) Helpdesk Mentor, this may be the role for you!

Global Mentoring solutions (GMS) delivers outsourced Help Desk and NOC support to a range of customers and IT Service Providers. Our company focuses on troubleshooting, network monitoring & management, as well as how-to and coaching support to end users on behalf of our partner customers.

Global Mentoring Solutions (GMS) offre des services de support externe en soutien technique et NOC a une gamme de clients et de fournisseurs de services TI. Notre compagnie se concentre sur la résolution de problème, la surveillance et la gestion de réseaux en plus de fournir un savoir-faire et une assistance aux usagers au nom de nos clients partenaires. GMS est une compagnie distante à 100%, ce qui veut dire que tous les employés font du télétravail!

We are a fast-paced IT solutions and services company that has a “get it done” attitude which links our passion for achieving our core purpose of creating peace of mind for everyone. Our core values are:

• Care (Give a damn)
• Craft (Own it. Master it.)
• Fun (Life is short)
• Resourceful (Take initiative)
• Team (Work as one)
• Truth (Always say it)

Responsibilities:

• IT Technical Support - you will provide first and second-level technical support through phone, email, and chat support
• Perform account management and maintenance for various applications and systems (e.g., create or modify user accounts and permissions, and perform password resets)
• Communicate with customers at all levels of technical and non-technical skills sets
• Follow all standard operating procedures (SOP) through the effective use of knowledge management
• Work collaboratively with people across the organization
• You will provide techincal support to PCs, MACs, workstations/laptops, servers, printers, mobile devices, modems, routers and switches etc.
• Support end users in their use of applications such as Microsoft Office, virtual desktops (Citrix, VMWare, Microsoft Azure), CRM, VPN and more
• Install, modify, and repair computer software

Customer Advocacy:

• Answer customer queries in a timely manner
• Report any technical issues in a timely fashion
• Participate in training on tools, processes, policies and soft skills as required
• Participate in improvement/enhancement projects related to support
• Personal growth of technical and customer service expertise through independent learning and practice

Additional Requirements:

• Minimum of 3 years’ experience working in an IT Service Desk/inbound Call Center environment
• Strong command of the English language required, both verbal and written to provide effective support services over the phone
• Ability to communicate with customers at all levels of technical and non-technical skill sets
• Experience working from home/working remotely is strongly preferred
• Experience using ITSM Ticketing tools (e.g. Service Now, Remedy) to manage and track incidents preferred
• Associate’s (or equivalent) degree in Computer Science or Information Technology from a technical school preferred
• Certification in relevant IT products/technologies a plus
• CompTIA A+ Certification is strongly recommended
• Preference will be given to Bilingual candidates (English/French)

To be a successful GMS team member, you have:

• An ability and willingness to work in a 24*7*365 rotating shift environment
• An understanding of helpdesk practices and methodologies
• A proven ability to prioritize and execute tasks in a high-pressure environment
• A proactive and predictive approach to problem solving
• An open-mindedness to both giving and receiving feedback
• A passion for technology and enthusiasm for helping GMS grow and improve
• CompTIA Network+/Security+/A+, MCSA Windows Server 2012 or newer, Azure or MS365 role-based certifications an asset

Global Mentoring Solutions offers competitive wages and benefits. We offer a monthly Technology allowance of $50 (tax free), paid vacation, Health Benefit Package after 180 days of employment, GRRSP (Group Registered Retirement Savings Plan, with matching contributions available after 12 months of service), Professional development opportunities and performance bonus potential.

We invite all qualified candidates to apply. Please note, you must be eligible to work in Canada to be considered for this role and priority will be given to local applicants. We thank everyone for their interest, however only successful applicants will be contacted.

Please note you should be prepared to use your own smartphone for multi-factor authentication; you will also need to use your personal computer to connect to an RDS environment.

Global Mentoring Solutions is committed to creating a diverse environment and is proud to be an equal opportunity employer. GMS strives to be a workplace where a diverse mix of talented people want to come, stay, and do their best work!

Upon request, Global Mentoring Solutions will provide reasonable accommodation for persons with disabilities to support participation of candidates in all aspects of the recruitment process. All qualified applicants will receive consideration for employment.

For more information about our company please visit https://www.gmsliveexpert.com/

Type: Full-Time, Permanent

Location: Canada, work from home (currently only considering Canadian Citizens/Residents)