Job Title: Help Desk Support Specialist (Bilingual – French/English) – Remote (Canada)

Duration: 12+ Month

Experience Level: Skilled (3–5 Years)

Candidate must be ready to work on 24X7 Model.

:

We are seeking a Bilingual Help Desk Support Specialist to provide Level 1 technical support for our client Air Canada in a remote capacity. The ideal candidate will be fluent in both French Canadian and English, possess strong customer service skills, and have a foundational understanding of desktop, network, and server administration.

Day-to-Day Responsibilities:

- Manage inbound support requests across multiple channels including Chat, Telephone, Automated Email, and Portal-generated requests
- Diagnose and troubleshoot Level 1 issues related to personal computer hardware, software, and peripherals
- Answer the help desk line and respond to user inquiries regarding computer systems
- Acknowledge receipt of all user requests within defined service level agreements (SLAs)




- Initiate service orders (tickets) for all user requests, gathering necessary information from users as needed
- Maintain accurate user information and supporting documentation
- Ensure client requests are tracked and managed to closure via the ticketing system

Basic Qualifications:

- Must be fluent in French Canadian and English (verbal and written)
- Solid telephone etiquette and customer service skills
- Ability to build business relationships and communicate effectively with the user community
- Basic troubleshooting skills for hardware, software, and peripheral issues
- Basic understanding of network, server, and desktop administration fundamentals, including installations, upgrades, tools, and techniques

Nice to Have:

- Relevant industry certifications (e.g., CompTIA A+, ITIL)

📌 Help Desk Support Specialist (Bilingual – French/English) – Remote (Canada)
🏢 United Software Group
📍 Toronto