Job Title: Bilingual Help Desk Support Technician- Part time

Location: Remote

Duration: Contract - 4 months

Pay Range: CAD $27/hr

About BCforward

BCforward is a leading global IT consulting and workforce solutions firm providing services and support to Fortune 500 and government clients. Founded in 1998, BCforward has grown with our customers needs into a full-service business solutions provider. With delivery centers and offices across North America and India, we take pride in building long-term relationships and delivering excellence through innovation, collaboration, and integrity.

We are seeking a Help Desk Technician (Bilingual English/French) to join our team supporting the client. The ideal candidate will have robust experience in L1 service desk operations, troubleshooting, and customer support and a proven ability to resolve incidents within SLAs and follow defined escalation processes .

Responsibilities:

- Respond to help desk inquiries via phone, email, web, SST, and chat across multiple accounts.
- Provide L1 troubleshooting guidance for software and hardware and resolve or escalate as defined.
- Log, track, and document all requests in a problem management database with accurate assignment and hierarchy.




- Follow up with customers to ensure closure within contracted time frames and SLAs.
- Identify, evaluate, and prioritize issues and complaints to ensure appropriate resolution.
- Perform other related tasks as required.

Required Skills & Qualifications:

- Bilingual proficiency in English and French (written, read, and spoken).
- High school diploma or G.E.D.; technical training in computer support preferred.
- One or more years of technical or customer support experience.
- Experience with enterprise products and operating systems.
- Demonstrated ability to troubleshoot and resolve computer-related issues.
- Familiarity with company escalation policies and procedures.

Preferred Skills:

- Experience supporting multi-channel service desk environments.
- Knowledge of ITIL-based incident management practices.

Work Environment & Schedule:

- Rotating 24/7 shift coverage, including nights and weekends.
- Business casual environment; ability to work onsite as required.

Core Competencies:

- Strong communication and interpersonal skills.
- Organizational skills to balance and prioritize workload.
- Analytical and problem-solving aptitude.
- Ability to work independently and in a team setting; leadership to mentor junior staff.

📌 Help Desk Support Technician (Canada)
🏢 BCforward
📍 Canada