Bilingual HyperCare Consultant (French & English)

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

• →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.

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.