Full-Time, Permanent (currently not accepting Part-Time applications)
Canada, Work from Home (currently only considering Canadian Citizens/Residents)
Please note that this is a Bilingual Position. Complete fluency in English and French is a requirement. Applications from candidates who are not bilingual will not be considered.
Global Mentoring solutions (GMS) delivers outsourced Help Desk and NOC support to a range of customers and IT Service Providers. Our company focuses on troubleshooting, network monitoring & management, as well as how-to and coaching support to end users on behalf of our partner customers. GMS is 100% a remote company, every single employee works from home!
About the Position:
This position would be fitting for technology enthusiasts who enjoy helping others in a fast-paced environment.
Respond to user inquiries
Assess issues with computer software/hardware, printing, smart home/mobile devices, account management, etc.
Efficiently resolving complex problems in your field of expertise
Refer users to the appropriate resources when an issue is outside of our scope of support or unable to be resolved remotely
Delivering clear explanations on performing both simple and complex tasks
Creating and updating support tickets
Communicating and collaborating with colleagues to share information on tickets and end user issues
Supporting multiple versions of software and operating systems
Investigating support issues in sequence and in a detailed fashion
Performing administrative duties such as e-mail management and documentation; and
Working in a 24/7 rotating shift environment
Answer customer queries in a timely manner
Report any technical issues in a timely fashion
Participate in training on tools, processes, policies and soft skills as required
Participate in improvement/enhancement projects related to support
Personal growth of technical and customer service expertise through independent learning and practice
Project a positive image to customers both internal and external
Attain a minimum of 2 assigned certifications per year
To qualify for this role, you must have the following:
High-level oral and written communication skills in English AND French
2 years' experience in any one, or a blend of the following areas:
At least 1 year of experience supporting:
- Contact Centre
- Help Desk
- In-home PC repair
- Trainer / Instructor / One-on-one tutor or coach
- Microsoft Windows and Microsoft Office
- E-mail applications and browsers
- Anti-malware applications
- Home Networking
- Smart home devices
Ability to type a minimum of 35 wpm;
Vendor certified in area of expertise.
Experience in any of the following would be an asset:
iOS, Android, Blackberry
Mac OS X and OS X applications
Financial and CRM applications
PC/Network Security, TCP/IP and wireless communications
Digital photography and/or video
Web page / site creation
Programming languages VB, .NET, C, C++, Java, Perl, XML, UML, PHP
Internet Servers and Web Development platforms Websphere, IIS, Apache, etc.
To be a successful GMS team member, you must possess the following:
An ability and willingness to work in a 24*7*365 rotating shift environment
An understanding of helpdesk practices and methodologies
An ability to effectively communicate and document
A proven ability to prioritize and execute tasks in a high-pressure environment
A proactive and predictive approach to problem solving
An open-mindedness to both giving and receiving feedback
A passion for technology and enthusiasm for helping GMS grow and improve
A commitment to continuous learning and personal growth
Bachelor's Degree / Diploma in a technology-related field or equivalent experience
CompTIA Network+/Security+/A+, MCSA Windows Server 2012 or newer, Azure or MS365 role-based certifications an asset
Global Mentoring Solutions offers competitive wages and benefits including:
Work from home; save time and money by eliminating the commute
2 weeks of annual paid vacation, with increases after 4 and 6 years of service
Health Benefit Package after 180 days of employment
GRRSP (Group Registered Retirement Savings Plan, with matching contributions available after 12 months of service)
Technology allowance of $50 a month (tax free)
Employee recognition and rewards program
Professional development opportunities
Potential performance bonuses
Please note you should be prepared to use your own smart phone for multi-factor authentication; you will also need to use your personal computer to connect to an RDS environment until GMS can supply you with a computer.
Salary for this position meets industry standards and is determined by adherence to the above noted mandatory requirements and current vendor certifications.
If you are interested in being a part of a growing Canadian Company, we want to hear from you!
For more information about our company position please visit https://www.globalmentoring.com/
We thank all applicants in advance for their application and interest in Global Mentoring Solutions. However, only those candidates selected for an interview will be contacted.