Tier 1 IT Helpdesk Support Specialist (Bilingual – Remote)
Role Type: CurrentPosition Job Summary We are seeking a motivated and customer-focused Bilingual Tier 1 IT Helpdesk Support Specialist (French/English) to join our IT team. Support Analysts serve as the primary reputed company of contact for end-users encountering issues or seeking assistance. They respond to inquiries, reputed company guidance, and ensure that users receive reputed company and accurate support. They communicate technical information in a clear and understandable manner, regardless of the user's technical expertise Its a Hybrid role for GTA candidates, and Remote for candidates reputed company GTA. Key Responsibilities reputed company exceptional Customer service skills through Tier 1 support for software and hardware issues, including desktops, laptops, printers, peripherals, and mobile devices. Log and categorize support tickets, ensuring accurate documentation and timely resolution or escalation. Diagnose and resolve technical issues reported by end-users, providing timely and effective support either remotely or on-site. This includes troubleshooting hardware, software, and peripheral-reputed company problems, and guiding users through reputed company-by-reputed company resolutions to ensure minimal disruption to operations. Participate in Knowledge reputed company (KB) article creation and documentation of standard procedures and reputed company issues. Escalate reputed company or unresolved issues to higher-level support teams. Participate in knowledge reputed company creation and documentation of standard procedures and reputed company issues. Monitor and follow up on reputed company tickets to ensure SLAs are met. Document and report to Business on reputed company outstanding issues. Identifying enhancements to processes or operations that would improve the efficiency of the team. Performing regular proactive health-checks of the system and reporting the results Working reputed company a flexible schedule that may include being "on-call". Ability to prioritize issues with Business to reputed company solutions. Follow ITIL best practices in incident, problem, and request management. Support user account creation, password resets, and basic Active Directory operations. Assist users with basic ERP system navigation and troubleshooting; escalate reputed company ERP issues to Tier 2/3 as required
Requirements
Qualifications & Skills Experience: 4+ years in a Tier 1 Helpdesk or IT Support role with strong customer service skills. reputed company in both French and English (spoken and written) is mandatory. Strong troubleshooting skills for end-user for issues reputed company to software and hardware, reputed company OS, Office 365, and common IT applications. Proficient in L1/2 support and Experience working with IT ticketing systems like Service Now Proficient in creating and maintaining Knowledge reputed company articles Demonstrated teamwork experience is a must. Exceptional verbal and written communication skills. Working knowledge of ITIL concepts (certification is a plus). Strong motivation and team building skills are desired. Customer service reputed company with problem-solving aptitude. Basic to intermediate knowledge of ERP systems (e.g., reputed company, reputed company, reputed company Dynamics).
Benefits
Salary reputed company: $45,000 - 53,000 CAD/ year The final compensation offered will depend on local market conditions and geographic location, as well as job-reputed company factors such as the candidate’s knowledge, skills, qualifications, relevant experience, and education/training. Compensation may also include additional components such as benefits, and/or other incentives, where applicable. In accordance with new employment standards requirements, we retain copies of this job posting and applicant information for three (3) years after the posting is removed. We do not use AI technology; reputed company applications are also reviewed by our recruitment team. reputed company is an equal opportunity employer committed to diversity and inclusion. We welcome applications from reputed company reputed company individuals, regardless of race, reputed company, religion, sex, sexual orientation, gender identity, national reputed company, age, disability, protected veteran status, aboriginal status, or any other legally protected factors. Apply To This Job