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 robust 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 (Toronto)
🏢 United Software Group
📍 Toronto