Key Responsibilities
• Provide face-to-face onsite IT support to end users.
• Troubleshoot hardware, software, Windows OS and application issues.
• Support laptops, desktops, thin clients, mobile devices, printers and peripherals.
• Provide Microsoft 365 support including Outlook, Teams, OneDrive, Word, Excel and PowerPoint.
• Support VIP and executive users with priority and white-glove service.
• Perform IMACD activities including device deployment, moves, upgrades and disposal.
• Manage IT assets, inventory, CMDB updates and hardware replacements.
• Support Active Directory, Azure AD, Microsoft Entra ID, Microsoft 365 and MFA.
• Log, update and resolve incidents and service requests in ServiceNow.
• Maintain SLA compliance and provide accurate ticket and technical documentation.
• Follow security, compliance and IT governance requirements
Key Skills
• Windows 10/11
• Microsoft 365
• Active Directory
• Azure AD / Microsoft Entra ID
• Microsoft Intune
• ServiceNow
• VPN & Networking
• Teams / Zoom / WebEx
• Desktop & Field Support
• IMACD & Asset Management
• VIP / Executive Support
• Hardware & Software Troubleshooting
• ITIL Foundation – Preferred
• Global Customer Support Experience
Language Requirement
• English – Mandatory
• French – Mandatory
• Spanish – Mandatory
• Strong verbal and written communication skills