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 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.
  

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