Bilingual Support Engineer II - Remote

Overview

The Bilingual Support Engineer II role at Skynet Innovations involves providing technical support primarily in French and English, managing tasks through a ticketing system, and resolving escalations while building rapport with clients.

In Short

• Provide intermediate technical support primarily via phone or ticket.
• Manage and document all tasks in a ticketing system.
• Resolve escalations from the Level I team.
• Assist with ISP and vendor calls for downed services.
• Maintain ticket and phone SLAs.
• Strong knowledge of Active Directory, virtualization, and networking.
• Fluency in French and English required.
• Document new customer findings in IT Glue.
• Build client rapport during onsite assignments.
• Participate in ongoing training and career growth opportunities.

Requirements

• Fluency in French and English.
• Experience with ticketing software and incident management.
• Strong knowledge of Microsoft Windows and server maintenance.
• Proficiency in networking troubleshooting skills.
• Ability to document activities and maintain SLAs.
• Experience with AzureAD and Microsoft 365.
• Strong communication skills.
• Ability to work in a fast-paced environment.
• Willingness to be available for on-call weeks.
• Ability to work collaboratively within a team.

Benefits

• 9 paid holidays.
• 401K Retirement with matching contributions.
• Excellent medical, vision, and dental insurance.
• Life and disability insurance.
• Cell phone stipend.
• Generous PTO.
• Access to training and certifications.
• Career growth opportunities.
• Collaborative work environment.
• Entrepreneurial culture.