ARE YOU LOOKING TO JOIN AN ORGANIZATION THAT IS GROWING AND DYNAMIC? WHAT ABOUT A HIGH-ENERGY, COLLABORATIVE ENVIRONMENT THAT REWARDS HARD WORK?

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. Our professionals serve as trusted advisors to organizations facing high stakes matters demanding urgent attention, staunch integrity, proven experience, clear-cut analysis, and an understanding of both tangible and intangible assets.
The firm provides a comprehensive suite of services, products, and data that enable clients to navigate complex, contentious, and often catastrophic situations.
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.

CHERCHEZ-VOUS À REJOINDRE UNE ORGANISATION EN PLEINE CROISSANCE ET DYNAMIQUE ? QUE DIRIEZ-VOUS D’UN ENVIRONNEMENT COLLABORATIF ET ÉNERGIQUE QUI RÉCOMPENSE LE TRAVAIL ACHARNÉ ?

J.S. Held est un cabinet de conseil mondial qui combine une expertise technique, scientifique, financière et stratégique pour conseiller les clients cherchant à réaliser de la valeur et à atténuer les risques. Nos professionnels servent de conseillers de confiance aux organisations confrontées à des enjeux importants nécessitant une attention urgente, une intégrité inébranlable, une expérience éprouvée, une analyse claire et une compréhension des actifs tangibles et intangibles.
Le cabinet propose une gamme complète de services, de produits et de données permettant aux clients de naviguer dans des situations complexes, contentieuses et souvent catastrophiques.
Nous recherchons un Analyste Support Technologique maîtrisant l’anglais et le français pour rejoindre notre équipe professionnelle. J.S. Held est un cabinet de conseil mondial avec plus de 50 bureaux dans le monde et une équipe de plus de 1000 employés. Nous mettons l’accent sur l’apprentissage et le développement et nous nous engageons à attirer et à retenir les meilleurs talents qui font preuve de créativité, d’auto-motivation et de solides compétences organisationnelles.
Job Description

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: Mexico, Colombia, Canada
• Language Skills: Professional fluency in English and Canadian French (Quebec), with a minimum proficiency of B1 preferred; however, C1 proficiency for both languages is highly preferred.
• Travel: None.
• Remote work requires a stable high-speed internet connection and quiet working environment.

CONNAISSANCES, COMPÉTENCES ET QUALIFICATIONS ESSENTIELLES

• Maîtrise de Microsoft Office 365 (Outlook, Excel, Word) et de Microsoft Windows 11.
• Expertise dans les systèmes de stockage basés sur le cloud, y compris les produits Box et Adobe Cloud.
• Solide connaissance d’Azure Active Directory (Azure AD), Intune, M365 Admin Console et Exchange.
• Expérience avec ServiceNow ou des systèmes ITSM comparables.
• Excellentes compétences en dépannage et en analyse, avec la capacité de diagnostiquer et de résoudre les problèmes de manière indépendante sans se fier uniquement aux solutions documentées.
• La certification ITILv4 est un plus.
• Diplôme de licence préféré.
• Minimum de 2 à 3 ans de stabilité professionnelle dans un environnement de support en entreprise.

RESPONSIBILITIES

• Providing remote virtual, telephone, chat, and email support for employees for company-issued/approved computer systems, devices, and applications.
• Provide IT support to native English and French speakers, ensuring service quality in accordance with ITIL guidelines.
• Troubleshooting problems and providing immediate resolution, or performing additional research as needed to resolve issues.
• Performing root cause analysis and developing checklists for typical problems and recommending procedures and controls for problem prevention.
• Creating and managing detailed tickets documenting requests, troubleshooting, and resolution of requests.
• Escalate as it fits the situation to Tier II agents or as per Tier I lead´s instructions.

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.
Please explore what we’re all about at www.jsheld.com.