Tier 1 IT Helpdesk Support Specialist (Bilingual – Remote)

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 point of contact for end-users 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 end-users providing timely and effective support either remotely or on-site. This includes troubleshooting hardware software and peripheral-related problems and guiding users through step-by-step 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 higher-level 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 health-checks of the system and reporting the results
  
• Working within a flexible schedule that may include being "on-call".
  
• 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.
  

Requirements

Qualifications & Skills

• 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 end-user 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 problem-solving aptitude.
  

Benefits

• 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