Technology Support Analyst I – Bilingual

Overview

J.S. Held is a global consulting firm that combines technical, scientific, financial, and strategic expertise to advise clients seeking to realize value and mitigate risk. We are seeking a Technology Support Analyst proficient in both English and French to join our professional team.

J.S. Held is a global consulting firm with over 50 offices worldwide and a workforce of more than 1000 employees. We emphasize learning and development and are committed to attracting and retaining top talent who demonstrate creativity, self-motivation, and strong organizational skills.

Responsibilities

• Provide remote and onsite IT support via phone, chat, email, and remote tools for company-approved systems and devices.
• Provide IT support to native English and Canadian French speaking users in alignment with ITIL standards.
• Troubleshoot and resolve issues with hardware, software, network connectivity, and peripherals.
• Assist with conference room equipment, including AV, Zoom, and Teams.
• Log and manage incidents and service requests using ServiceNow.
• Use Microsoft Intune for device management and troubleshooting.
• Support identity and access management using Azure Active Directory.
• Ensure secure access and connectivity through Zscaler.
• Escalate complex issues to Tier II / III support or as directed by the ServiceDesk lead.
• Perform root cause analysis and recommend preventive measures.
• Maintain accurate documentation of issues, troubleshooting steps, and resolutions.

Qualifications

• Essential Knowledge, Skills, and Qualifications: Proficiency in Microsoft Office 365 (Outlook, Excel, Word) and Microsoft Windows 11.
• Expertise in cloud-based storage systems, including Box and Adobe Cloud products.
• Strong knowledge of Azure Active Directory (Azure AD), Intune, M365 Admin Console, and Exchange.
• Experience with ServiceNow or comparable ITSM Systems.
• Excellent troubleshooting and analytical skills, with the ability to independently diagnose and resolve issues without solely relying on documented solutions.
• ITILv4 Certification is a plus.
• Bachelor's degree preferred.
• Minimum of 2-3 years of job stability in a corporate support environment.

Other Requirements

• Location: Hybrid (3 days remote, 2 days onsite).
• Language Skills: Professional fluency in English and French, with a minimum proficiency of B1 preferred; C1 proficiency for both languages is highly preferred.
• Travel: Occasional regional travel.
• Remote work requires a stable, high-speed internet connection and a quiet working environment.

Benefits

• Our flexible work environment allows employees to work remotely, when needed.
• Medical, Dental, and Vision Insurance.
• Commuter Benefit.

A reasonable estimate of the salary range for this role is CAD $55,000 - $62,000. Any offered salary range is based on a wide array of factors including but not limited to skillset, experience, training, location, scope of role, management responsibility, etc.

Other Duties

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.

By submitting your application, you acknowledge that you have read the J.S. Held Online Privacy Notice and hereby freely and unambiguously give informed consent to the collection, processing, use, and storage of your personal information as required and described therein. California residents can click here to learn more about the personal information we collect and here to learn about additional privacy rights that may be available.

EEO and Job Accommodations

We embrace diversity and our commitment to building a team and environment that fosters professional and personal enrichment is unwavering. We are greater when we are equal. J.S. Held is an equal opportunity employer that is committed to hiring a diverse workforce. All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected Veteran status, age, or any other characteristic protected by law. If you are an individual with a disability and would like to request a reasonable accommodation, please email and include "Applicant Accommodation" within the subject line with your request and contact information.

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