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
Office Location: North York
Employment Type: Permanent
Role Type: Replacement– current requirement
Work Arrangement: Hybrid (2 days in office)
Key Responsibilities
- Provide exceptional Customer service skills through Tier 1 support for software and hardware issues, including desktops, laptops, printers, peripherals, and mobile devices.
- Log and categorize support tickets, ensuring accurate documentation and timely resolution or escalation.
- 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.
- Participate in Knowledge Base (KB) article creation and documentation of standard procedures and known issues.
- Escalate complex or unresolved issues to higher-level support teams.
- Participate in knowledge base creation and documentation of standard procedures and known issues.
- 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.
- Assist users with basic ERP system navigation and troubleshooting; escalate complex ERP issues to Tier 2/3 as required
Qualifications & Skills
- Experience: 4+ years in a Tier 1 Helpdesk or IT Support role with strong customer service skills.
- Fluency in both French and English (spoken and written) is mandatory.
- Strong troubleshooting skills for end-user for issues related to software and hardware, Windows OS, Office 365, and common IT applications.
- Proficient in L1/2 support and Experience working with IT ticketing systems like Service Now
- Proficient in creating and maintaining Knowledge Base articles
- Demonstrated teamwork experience is a must.
- Exceptional verbal and written communication skills.
- Working knowledge of ITIL concepts (certification is a plus).
- Strong motivation and team building skills are desired.
- Customer service mindset with problem-solving aptitude.
- Basic to intermediate knowledge of ERP systems (e.g., SAP, Oracle, Microsoft Dynamics).
Pay: $20.00-$24.00 per hour
Benefits:
- Company events
- Flexible schedule
- On-site parking
- Work from home
Work Location: Hybrid remote in Toronto, ON (Toronto District)
