# Tier 1 IT Helpdesk Support Specialist - BilingualInfoya Inc.Full TimemidHybridToronto, Ontario, CAPosted Yesterday## Job DescriptionWe 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 explicit and understandable manner, regardless of the user's technical expertiseOffice Location: North YorkEmployment Type: PermanentRole Type: Replacement– current requirementWork 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 requiredQualifications & 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 homeWork Location: Hybrid remote in Toronto, ON (Toronto District)#J-18808-Ljbffr

📌 Tier 1 It Helpdesk Support Specialist - Bilingual - $20 - $24 An Hour (Winnipeg)
🏢 Infoya
📍 Winnipeg