Tier 1 IT Helpdesk Support Specialist (Bilingual Remote)

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Job Summary <\/span><\/span><\/b>
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We are
seeking a motivated and customer -focused Bilingual <\/b><\/span> Tier 1 IT Helpdesk
Support Specialist (French/English) <\/span><\/b> 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 <\/span><\/span>
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Its
a Hybrid role for GTA candidates, and Remote for candidates outside GTA. <\/span><\/span><\/b>
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Key Responsibilities <\/span><\/span><\/b>
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• 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. <\/span><\/span>
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• Provide Tier 1
  support for hardware issues, including desktops, laptops, printers, peripherals,
  and mobile devices. <\/span><\/span>
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• Log and categorize
  support tickets, ensuring accurate documentation and timely resolution or
  escalation. <\/span><\/span>
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• Escalate
  complex or unresolved issues to higher -level support teams. <\/span><\/span>
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• Assist users with
  basic ERP system navigation and troubleshooting; escalate complex ERP
  issues to Tier 2/3 as required. <\/span><\/span>
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• Maintain asset
  inventory records and support the hardware provisioning and
  decommissioning processes. <\/span><\/span>
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• Monitor and follow up
  on open tickets to ensure SLAs are met. <\/span><\/span>
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• Document
  and report to Business on all outstanding issues. <\/span><\/span>
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• Identifying
  enhancements to processes or operations that would improve the efficiency
  of the team. <\/span><\/span>
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• Performing regular proactive
  health -checks of the system and reporting the results <\/span><\/span>
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• Working
  within a flexible schedule that may include being "on -call". <\/span><\/span>
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• Ability
  to prioritize issues with Business to provide solutions. <\/span><\/span>
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• Follow ITIL best
  practices in incident, problem, and request management. <\/span><\/span>
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• Support user account
  creation, password resets, and basic Active Directory operations. <\/span><\/span>
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• Participate in
  knowledge base creation and documentation of standard procedures and known
  issues. <\/span><\/span>
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  Requirements <\/h3>

  
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  Qualifications &
  Skills <\/span><\/span><\/b><\/b>
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  • Experience: 2+ years in a Tier 1
    Helpdesk or IT Support role <\/span><\/span>
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  • Fluency in both French
    and English (spoken and written) is mandatory. <\/span><\/span>
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  • Good troubleshooting skills for
    end -user hardware, Windows OS, Office 365, and common IT applications. <\/span><\/span>
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  • Experience working with IT
    ticketing systems <\/span><\/span>
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  • Demonstrated
    teamwork experience is a must. <\/span><\/span>
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  • Exceptional
    verbal and written communication skills. <\/span><\/span>
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  • Basic to intermediate knowledge
    of ERP systems (e.g., SAP, Oracle, Microsoft Dynamics). <\/span><\/span>
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  • Working knowledge of ITIL
    concepts (certification is a plus). <\/span><\/span>
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  • Strong
    motivation and team building skills are desired. <\/span><\/span>
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  • Excellent
    customer service skills. <\/span><\/span>
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  • Customer service mindset with
    problem -solving aptitude. <\/span><\/span>
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    Benefits <\/h3>

    What We Offer: <\/span><\/span><\/span><\/b>
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    • Competitive salary and benefits
      package. <\/span><\/span><\/span>
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    • Opportunity to work with a
      diverse and talented team. <\/span><\/span><\/span>
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    • Professional development and
      growth opportunities. <\/span><\/span><\/span>
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    • A dynamic and collaborative work
      environment. <\/span><\/span><\/span>
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    • Work Remotely <\/span><\/span><\/span>
      <\/span><\/span><\/li><\/ul>

      
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