Job Summary

Create, update, review, and maintain Knowledge Base (KB) articles for enterprise support environments. Develop structured documentation including SOPs, FAQs, troubleshooting guides, Known Error articles, Quick Start Guides (QSGs), and process documentation.

Collaborate with Subject Matter Experts (SMEs), service managers, and stakeholders to validate technical information and ensure documentation accuracy. Ensure all documentation follows standard templates, governance policies, style guidelines, and quality standards before publishing.

Simplify complex technical information into user-friendly and easy-to-understand content for both technical and non-technical users.Perform content quality reviews, consistency checks, validation,and alignment across KB articel.

Manage documentation lifecycle activities including content updates, archival, consolidation, and de-duplication of outdated articles. Improve content discoverability through proper categorization, tagging, metadata, and search optimization practices. Work closely with cross-functional teams to ensure timely delivery of documentation aligned with business requirements and SLAs.

Coordinate with client-facing teams and stakeholders to gather feedback and continuously improve documentation usability and user experience. Track documentation status, maintain reporting metrics, and ensure adherence to publishing timelines and compliance standards. This role requires working from the office five days a week.

Key Responsibilities

A strong communication skill to handle users globally - Create Tickets for all incoming call and work towards the ticket resolution. - Provide quick and effective assistance with information technology

1. Provide hardware/software/network problem diagnosis/resolution via telephone for customers’ end users
2. Route problems to internal support group
3. Coordinate and manage relationships with vendors and work closely with support staff to obtain technical knowledge
4. Administer and provide User Access in various systems
5. Use the Call Tracking System to document and manage problems, work requests and their respective resolutions and circumventions
6. Excellent communication and conversation skills (both verbal and written)
7. Fluent English and French
8. Great customer handling skills and resourcefulness, vital for dealing with unforeseen situations
9. Ability to acquire new information quickly and the willingness to do so at all times

Skill Requirements

writing skills technical understanding structured thinking communication documentation process knowledge

1. Understanding of the IT environment and readiness to learn new processes and technologies
2. Good working knowledge of Windows OS, MS Office, Internet browsers, Antivirus and Firewall software, PC hardware
3. ITIL knowledge and certification would be an asset
4. Understanding and experience of ITSM tools like ServiceNow, Remedy, Jira etc.

Other Requirements

English, Service Desk