You will serve as the primary point of contact for users requiring technical support. In this role, you will be responsible for handling IT service requests, configuring and deploying computer equipment, managing backups, and installing, updating, and uninstalling software.

Your responsibilities will include diagnosing and resolving technical issues efficiently, providing high-quality user support, and ensuring the smooth operation of IT tools and systems. You will also contribute to maintaining a secure, high-performing technology environment focused on customer service excellence.

Key Responsibilities

- Diagnose and resolve hardware, software, and network issues for users over the phone.
- Escalate issues to internal support teams when required.
- Coordinate and manage vendor relationships and work closely with technical support teams.
- Manage and assign user access rights across various systems.
- Use the incident management system to document and track issues, requests, and resolutions.




- Demonstrate excellent verbal and written communication skills.
- Provide outstanding customer service and adapt effectively to unexpected situations.
- Learn quickly and maintain a strong commitment to continuous professional development.

Required Skills

- Solid understanding of IT environments and an interest in emerging technologies.
- Knowledge of Windows, Microsoft Office, web browsers, antivirus software, firewalls, and computer hardware.
- Experience with ITSM tools such as ServiceNow, Remedy, Jira, or similar platforms.
- ITIL certification is considered an asset.
- Fluency in both English and French.

Additional Requirements

- This position is 100% remote within Ontario, Canada.
- 2 to 3 years of experience in technical support or IT customer service.
- Ability to work a rotating 24/7 schedule.

📌 Bilingual IT Service Desk Support (Canada)
🏢 HCLTech
📍 Canada