Junior Network Analyst (French Speaking)

About the role

The Junior Network Analyst handles incoming customer and client calls, creates support cases, and either resolves the issues or escalates them. Calls involve a blend of customer service and technical troubleshooting. The role requires flexible shift work, including evenings, weekends, holidays, and operates 24/7 throughout the year.

Key responsibilities

• Answer calls from hotel guests and staff, documenting issues in the ticketing system.
• Resolve tickets according to company policies or properly escalate them.
• Communicate via email with clients when required.
• Provide exceptional customer service and represent the company positively.
• Adhere to attendance policies and use phone status buttons appropriately.
• Meet or exceed key performance indicators (KPIs) and quality metrics.
• Participate in ongoing training programs and stay current with technology changes.

Required profile

• Fluency in English and French.
• Strong customer‑service orientation and excellent communication skills.
• Availability to work rotating shifts covering a 24/7 operation.
• Motivated, reliable, and goal‑oriented with a focus on customer care excellence.

Required skills

• Knowledge of computer systems, networking concepts, and network equipment.
• Experience with Windows, macOS, Android, and basic Linux environments.
• Familiarity with TV setups, internet applications, email, VPNs, and mobile operating systems.
• CCNA or other IT certifications are an asset.