Copy of Bilingual HyperCare Consultant (French & English)

About the role

CrucialLogics seeking a French/English Bilingual HyperCare Consultant (Information Technology), for our Global, remote team.

Our company is currently in the process of expanding our managed services offerings. The user base is split between Windows and Mac operating systems and you will need familiarity with both.

We actively encourage our employees to pursue new and applicable industry certifications and provide assistance and guidance to do so.

CrucialLogics in an inclusive work environment and we place a strong focus on our largest asset, our employees. As a part of our team you will have a strong group of experienced IT professionals behind you to assist and guide you whenever needed.

As you progress in your role you will be given the opportunity to get involved with various exciting deployment and migration projects related to the Microsoft stack and suite of services, expanding both your knowledge and experience level.

Comfort and ability to work within Eastern Time (EST/ET) business hours is a requirement for this role.

The successful candidate must be available during core EST/ET working hours to support team collaboration, client engagement, and business operations.

What you'll do

• To be the first point of contact for a user base with varying levels of technical skill.
  Ensuring the best possible experience for users through efficient and personable communication. 
• Supporting a mixed Windows and MacOS environment with a standard set of business-related peripherals to go along with them.
• Administration and upkeep of an Microsoft 365 environment.
• Provide end-to-end managed support for Office 365 applications, including Exchange Online, SharePoint Online, Teams, and OneDrive.
• Troubleshoot complex issues related to Office 365 and collaborate with other IT teams to resolve them in a timely manner.
• Assist clients with Office 365 migrations, integrations, and customizations to meet their business needs.
• Conduct regular reviews and audits of client Office 365 environments to ensure compliance with best practices and security policies.
• Deliver training and workshops to client staff to enhance their understanding and efficient use of Office 365 applications.
• Stay current with Office 365 updates, features, and best practices to provide authoritative advice and support.
• Collaborate with the sales team to identify opportunities for additional services and support contracts.

Qualifications

Language: French and English (full fluency is a requirement)

• Education: Information Technology / Computer Systems College Diploma or equivalent experience.
• Work Experience: 2-3 years of experience in a Support Analyst or End User Support role in an Information Technology related field.
• Supported technologies: Windows 10/11, Mac OS, Android, iOS, Microsoft 365, Office 365 suite of applications, Microsoft 365 administration, Entra ID, Azure and Intune administration, Windows Server 2012/2016/2019, Fortigate technologies, Various peripherals and accessories.

Specific Skills:

• Communicate in French and English, electronically, over the phone and in person with users experiencing technical issues.
• Ability to communicate effectively with users of various levels of technical knowledge.
• Determine and document problems and resolutions within ticketing system.
• Consult user guides, technical manuals and other documents to research and implement solutions.
• Provide advice and training to users in response to identified issues.
• Provide workstation, business systems, application, network and mobile device support to users.
• Set up equipment for employee use. Installation of hardware, operating systems, and appropriate software.
• Creation and setup of user accounts.
• Administration of Windows servers, administration of Azure VMs and Office 365 administration.