We are seeking a motivated and customer-focused bilingual 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 user's 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.
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Experience: 2+ years in a 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
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.
