Tier 1 IT Helpdesk Support Specialist - Bilingual

Toronto, Ontario, CAPosted Yesterday

Job Description

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).