• Atuará como primeiro ponto de contato durante ocorrências fora do horário comercial, garantindo acompanhamento contínuo até a normalização do serviço ou escalonamento adequado. • Monitorar canais de atendimento durante o período de plantão. • Receber e responder prontamente incidentes reportados pelos usuários. • Registrar ocorrências em ferramenta de chamados. • Realizar triagem inicial dos incidentes. • Validar indisponibilidades e falhas reportadas. • Coletar evidências técnicas (prints, vídeos, logs, mensagens de erro e informações do ambiente). • Executar procedimentos operacionais documentados. • Realizar testes de validação e reprodução de problemas. • Consultar logs e indicadores básicos de funcionamento dos sistemas. • Manter comunicação contínua com usuários durante o tratamento do incidente. • Acionar equipes internas e fornecedores quando necessário. • Documentar as ações executadas e os resultados obtidos.

• Provide prompt, professional, and efficient technical support to customers • Serve as the first point of contact for troubleshooting issues related to internet and phone services • Ensure a positive customer experience while resolving technical concerns • Respond to incoming customer inquiries via phone, email, or chat regarding service issues, outages, or technical difficulties • Diagnose and resolve basic technical problems related to internet connectivity, modem/router configuration, phone lines • Walk customers through step-by-step instructions to resolve issues and provide clear communication throughout the troubleshooting process • Accurately log customer interactions, issues, and resolutions in the company’s CRM system • Escalate unresolved or complex technical issues to higher-level support teams with detailed documentation • Maintain a strong understanding of the company’s products, services, and equipment to provide accurate information and recommendations • Educate customers on the usage of equipment and services effectively • Ensure interactions reflect a professional and empathetic approach to enhance customer experience • Work closely with other support team members to ensure quick resolution of technical issues

Role Description Un agent ou une agente de support technique chez nous, c’est une personne de confiance qui communique fréquemment avec nos clients. La relation avec nos clients passe beaucoup par notre équipe de support technique. Vous gardez le pouls de nos clients et vous faites une différence réelle dans le quotidien de tous nos abonnés. Qu’est-ce que ça fait au quotidien un agent de support ? - Répondre aux demandes des clients avec courtoisie, empathie et professionnalisme - Accompagner les clients dans l’utilisation de notre logiciel - Écouter activement les besoins des clients - Résoudre les problématiques efficacement - Expliquer les solutions de façon claire, simple et rassurante - Assurer un suivi rigoureux des demandes - Documenter les échanges et les solutions - Escalader les enjeux techniques plus complexes au bon moment - Collaborer avec les équipes internes pour améliorer l’expérience client Vous travaillerez 37 h 30 par semaine pendant la période de probation (3 premiers mois). Si tout se passe bien, vous passerez au second niveau avec une réduction à 32 heures, tout en étant payé 37 h 30 (oui oui, pour vrai). Vous aurez aussi la possibilité de travailler à distance ou au bureau, selon votre préférence. Certains déplacements à nos bureaux de Trois-Rivières pourraient être nécessaires pour des activités d’équipe. Qualifications - Un diplôme collégial ou toute autre formation connexe - Bilinguisme afin de soutenir efficacement des clients dans plusieurs régions - De l’expérience en service à la clientèle B2B - Une aisance avec les technologies Requirements - Logiciels SaaS - Outils de gestion de tickets ou CRM Benefits - Semaine de 4 jours - Horaire flexible & télétravail - Salaire compétitif + révision annuelle - Assurances collectives après 3 mois (50 % payées par l’entreprise, option famille) - Programme d’aide aux employés (PAE) - Programme de télémédecine corporative - REER collectif (RPDB) avec cotisation de l’employeur après 6 mois - 3 semaines de vacances dès la première année (accessibles après 3 mois) - Activités sociales et sportives régulières - Budget annuel de formation - Budget personnel annuel de 350 $ (équipements sportifs ou de télétravail) - Cafés, collations et bonne humeur garantis au bureau

Role Description We're seeking an experienced Help Desk Engineer II (Level 2) to join our growing team. This role is ideal for a highly skilled IT professional who thrives in a fast-paced MSP environment, enjoys solving complex technical issues, and takes pride in delivering an exceptional customer experience. As a Level 2 Engineer, you will: - Serve as an escalation point for Level 1 technicians. - Take ownership of complex technical issues. - Contribute to client projects and technology initiatives. - Play an important role in mentoring junior team members. Responsibilities - Technical Support & Escalations - Deliver exceptional customer service and technical support to end users via phone, email, and remote support sessions. - Serve as the primary escalation point for Level 1 Help Desk Engineers on complex technical issues. - Manage support tickets from inception to resolution, ensuring timely communication, proper documentation, and adherence to SLAs. - Perform advanced troubleshooting of Windows and Mac operating systems, Microsoft 365, networking, servers, and cloud services. - Conduct root cause analysis and implement long-term solutions to recurring issues. - Manage high-priority incidents and communicate effectively with clients throughout the resolution process. - Systems Administration - Administer and troubleshoot Microsoft 365, Exchange Online, SharePoint, Teams, and Microsoft Entra ID (Azure AD). - Administer and support Windows Server environments, including: - Active Directory - Group Policy - DNS and DHCP - File and Print Services - Remote Desktop Services - Support virtualization environments using VMware vSphere, ESXi, and Microsoft Hyper-V. - Monitor and remediate issues related to backups, endpoint security, patch management, and business continuity solutions. - Perform website, domain, and DNS administration tasks. - Diagnose and resolve networking issues involving firewalls, switches, VPNs, wireless networks, and internet connectivity. - Project Work - Participate in infrastructure projects and client implementations, including: - Microsoft 365 migrations and tenant administration - Server migrations and upgrades - Workstation deployments and refreshes - New client onboarding and environment documentation - Network and firewall deployments - Cloud migrations and technology upgrades - Assist with planning and executing technical projects while ensuring minimal disruption to client operations. - Process Improvement & Mentorship - Create and maintain technical documentation, knowledge base articles, and standard operating procedures. - Identify opportunities for automation and process improvements. - Assist with onboarding and mentoring Level 1 Help Desk Engineers through knowledge sharing, training, and technical guidance. - Collaborate with team members to improve service delivery and client satisfaction. - Additional Responsibilities - Participate in after-hours support or on-call rotations as required. - Stay current with emerging technologies and continuously develop technical expertise. Qualifications - Minimum of 4 years of IT support experience. - Minimum of 2 years of experience in a Managed Services Provider (MSP) environment is required. - Proven experience supporting multiple clients and managing competing priorities in a fast-paced environment. - Experience serving as an escalation resource and mentoring junior technicians is strongly preferred. - Experience participating in or leading infrastructure and migration projects is highly desirable. Requirements - Excellent time management, prioritization, multitasking, and problem-solving skills. - Strong analytical and critical thinking abilities with a customer-first mindset. - Exceptional written and verbal English communication skills and the ability to effectively support US-based clients. - Advanced administration and troubleshooting experience with: - Windows Server (2016, 2019, 2022, and 2025) - Microsoft 365 and Exchange Online - Microsoft Entra ID (Azure AD) - Active Directory and Group Policy - DNS and DHCP - Windows 10 and Windows 11 environments - Microsoft Intune and endpoint management solutions - Remote monitoring and management (RMM) platforms and PSA tools - Backup and disaster recovery solutions - Endpoint protection and security platforms - VMware and Hyper-V environments - Networking concepts including TCP/IP, VPN, VLAN, DNS, and routing fundamentals - Firewall and switch administration - VOIP systems and cloud telephony platforms Preferred Skills - Experience with PowerShell scripting and automation. - Experience with Microsoft Azure administration. - Experience with security best practices and compliance frameworks. - Experience leading or contributing to technical projects. Education - Bachelor's degree in Information Technology, Computer Science, or a related technical field preferred, or equivalent work experience. - Relevant certifications are highly desirable, including: - CompTIA A+ - CompTIA Network+ - CompTIA Security+ - Microsoft certifications - Cisco certifications - Fortinet certifications - VMware certifications Benefits - Competitive compensation based on experience, technical expertise, and certifications. - Certification reimbursement and professional development opportunities. - Health and dental insurance. - Paid vacation and time off. - Retirement benefits with employer contribution. - Opportunities for career advancement and growth within a rapidly expanding MSP. - Exposure to a broad range of technologies and client environments. Why Join BitByBit? At BitByBit, you'll work alongside a talented team of IT professionals, support a diverse portfolio of clients, and continuously expand your technical expertise. You'll have the opportunity to solve challenging problems, contribute to meaningful projects, and grow your career within a company that values learning, collaboration, and exceptional customer service. If you're an experienced MSP professional looking to take the next step in your career, we'd love to hear from you. Apply today and help us untangle technology for our clients.