Technician, Cloud Support and Services

We simplify business IT with cloud technology so clients can focus on what matters—making people’s lives better. Learn more : www.sherweb.com/about/.

Responsibilities

Here's how you will contribute to the success of the company

• Assist and provide technical support by phone and email.
• Provide analysis to resolve technical issues related to our products; notably Azure, Cloud Performance, other related cloud services & Microsoft 365
• Reviewing reports to maintain the performance of physical and virtual environments through system monitoring.
• Participate in scheduled maintenances on IT related devices.
• Collaborate with the IT Operations team to set up and improve projects.
• Take part in migration projects.
• Lead customers through service configurations.
• Apply strong customer service skills to exceed client expectations.We always put our partners' happiness first.
• Deliver and follow up on problem resolutions and customer satisfaction.
• Help create and/or validate procedures and documentation related to your responsibility.
• Proactively and comprehensively document customer issues in our ticketing systems.
• Collaborate as a technical resource and share knowledge with others.
• Carry out all other related tasks per the job’s evolution and departmental needs.

Qualifications

Here's what you need to have and master to get the job

• Professional or College degree in IT or any other combination of relevant experience.
• 1 to 3 years of experience in technical support and customer service.
• Excellent English skills, both spoken and written are essential; fluency in French (An important asset)
• Experience in one or several of the following area (an asset):
  • Microsoft Hyper-V and/or VMware vSphere.
  • PowerShell Scripting.
  • Microsoft System Center.
  • Knowledge of Microsoft Azure or AWS.
  • Veeam Backup and Replication
  • Knowledge of clusters and high-availability environments.
  • Experience in large-scale environments.
  • Experience in the replication of multi-site environments.
  • Operation of SaaS and IaaS services.

Benefits

Benefits of working at Sherweb

Sherweb is, above all, an environment where the needs of our customers are at the heart of our actions. We are committed to living our values of passion, teamwork and integrity every day.

A fast-paced work environment that adapts to you

• A friendly and diverse work culture with inclusion and equality at the heart of our actions
• State-of-the art technology and tools
• A results-oriented culture where talent, action, and thinking outside the box are given due recognition
• Annual salary review based on performance
• Generous and caring colleagues of various professional and cultural backgrounds

A flexible total compensation offer

• Vacation time that considers your previous experience
• Advanced paid hours to recharge your batteries (holidays and mobile days)
• Flexible benefits plan that adapts to your needs
• Flexible savings fund options
• A monthly home internet allowance

Considerable growth opportunities

• A career path with opportunities to learn and grow
• Proximity to your direct manager and open, honest communication to support your development
• Multiple initial and on-the-job training opportunities and tools to track your progress and help you scale up in your career

Last but not least: “Sherweblife” - a rich calendar of activities that allow us to gather virtually and face-to-face throughout the year

Reasons for the requirement of English: Sherweb has international customers and fluency in English is the only way to ensure proper service delivery to them. The main tasks related to this position require written and oral communication with an English-speaking clientele at all times.