Tier-1 IT Helpdesk Support Specialist (Bilingual â Remote)
Tier-1 IT Helpdesk Support Specialist (Bilingual â Remote)
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Job Description
We are seeking a motivated and customerfocused bilingual Tier 1 IT Helpdesk Support Specialist (French/English) to join our IT team. Support Analysts serve as the primary point of contact for endusers encountering issues or seeking assistance. They respond to inquiries provide guidance and ensure that users receive prompt and accurate support. They communicate technical information in a clear and understandable manner regardless of the users technical expertise
Its a Hybrid role for GTA candidates and Remote for candidates outside GTA.
Key Responsibilities
- Diagnose and resolve technical issues reported by endusers providing timely and effective support either remotely or onsite. This includes troubleshooting hardware software and peripheralrelated problems and guiding users through stepbystep resolutions to ensure minimal disruption to operations.
- Provide Tier 1 support for hardware issues including desktops laptops printers peripherals and mobile devices.
- Log and categorize support tickets ensuring accurate documentation and timely resolution or escalation.
- Escalate complex or unresolved issues to higherlevel support teams.
- Assist users with basic ERP system navigation and troubleshooting; escalate complex ERP issues to Tier 2/3 as required.
- Maintain asset inventory records and support the hardware provisioning and decommissioning processes.
- Monitor and follow up on open tickets to ensure SLAs are met.
- Document and report to Business on all outstanding issues.
- Identifying enhancements to processes or operations that would improve the efficiency of the team.
- Performing regular proactive healthchecks of the system and reporting the results
- Working within a flexible schedule that may include being oncall.
- Ability to prioritize issues with Business to provide solutions.
- Follow ITIL best practices in incident problem and request management.
- Support user account creation password resets and basic Active Directory operations.
- Participate in knowledge base creation and documentation of standard procedures and known issues.
Qualifications :
- Experience: 2 years in a Tier 1 Helpdesk or IT Support role
- Fluency in both French and English (spoken and written) is mandatory.
- Good troubleshooting skills for enduser hardware Windows OS Office 365 and common IT applications.
- Experience working with IT ticketing systems
- Demonstrated teamwork experience is a must.
- Exceptional verbal and written communication skills.
- Basic to intermediate knowledge of ERP systems (e.g. SAP Oracle Microsoft Dynamics).
- Working knowledge of ITIL concepts (certification is a plus).
- Strong motivation and team building skills are desired.
- Excellent customer service skills.
- Customer service mindset with problemsolving aptitude
Additional Information :
What We Offer:
- Competitive salary and benefits package.
- Opportunity to work with a diverse and talented team.
- Professional development and growth opportunities.
- A dynamic and collaborative work environment.
- Work Remotely.
Remote Work :
Yes
Employment Type :
Fulltime
Employment Type
Remote
