20 Aug
|
Recognized
|
Toronto
20 Aug
Recognized
Toronto
Job Summary
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
Its
a Hybrid role for GTA candidates, and Remote for candidates outside GTA.
Key Responsibilities
- 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.
- Provide Tier 1
support for hardware issues, including desktops, laptops, printers, peripherals,
and mobile devices.
- Log and categorize
support tickets, ensuring accurate documentation and timely resolution or
escalation.
- Escalate
complex or unresolved issues to higher -level support teams.
- Assist users with
basic ERP system navigation and troubleshooting; escalate complex ERP
issues to Tier 2/3 as required.
- Maintain asset
inventory records and support the hardware provisioning and
decommissioning processes.
- 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.
- Participate in
knowledge base creation and documentation of standard procedures and known
issues.
Requirements
Qualifications &
Skills
- Experience: 2+ years in a Tier 1
Helpdesk or IT Support role
- Fluency in both French
and English (spoken and written) is mandatory.
- Valuable troubleshooting skills for
end -user hardware, Windows OS, Office 365, and common IT applications.
- Experience working with IT
ticketing systems
- Demonstrated
teamwork experience is a must.
- Exceptional
verbal and written communication skills.
- Basic to intermediate knowledge
of ERP systems (e.g., SAP, Oracle, Microsoft Dynamics).
- Working knowledge of ITIL
concepts (certification is a plus).
- Strong
motivation and team building skills are desired.
- Excellent
customer service skills.
- Customer service mindset with
problem -solving aptitude.