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Job Summary<\/span><\/span><\/b>
<\/span><\/p>We are
seeking a motivated and customer -focused Bilingual <\/b><\/span>Tier 1 IT Helpdesk
Support Specialist (French/English) <\/span><\/b>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<\/span><\/span>
<\/span><\/p>Its
a Hybrid role for GTA candidates, and Remote for candidates outside GTA.<\/span><\/span><\/b>
<\/span><\/p>Key Responsibilities<\/span><\/span><\/b>
<\/span><\/p>- 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.<\/span><\/span>
<\/span><\/li>- Provide Tier 1
support for hardware issues, including desktops, laptops, printers, peripherals,
and mobile devices.<\/span><\/span>
<\/span><\/li>- Log and categorize
support tickets, ensuring accurate documentation and timely resolution or
escalation.<\/span><\/span>
<\/span><\/li>- Escalate
complex or unresolved issues to higher -level support teams.<\/span><\/span>
<\/span><\/li>- Assist users with
basic ERP system navigation and troubleshooting; escalate complex ERP
issues to Tier 2/3 as required.<\/span><\/span>
<\/span><\/li>- Maintain asset
inventory records and support the hardware provisioning and
decommissioning processes.<\/span><\/span>
<\/span><\/li>- Monitor and follow up
on open tickets to ensure SLAs are met.<\/span><\/span>
<\/span><\/li>- Document
and report to Business on all outstanding issues.<\/span><\/span>
<\/span><\/li>- Identifying
enhancements to processes or operations that would improve the efficiency
of the team.<\/span><\/span>
<\/span><\/li>- Performing regular proactive
health -checks of the system and reporting the results<\/span><\/span>
<\/span><\/li>- Working
within a flexible schedule that may include being "on -call".<\/span><\/span>
<\/span><\/li>- Ability
to prioritize issues with Business to provide solutions.<\/span><\/span>
<\/span><\/li>- Follow ITIL best
practices in incident, problem, and request management.<\/span><\/span>
<\/span><\/li>- Support user account
creation, password resets, and basic Active Directory operations.<\/span><\/span>
<\/span><\/li>- Participate in
knowledge base creation and documentation of standard procedures and known
issues.<\/span><\/span>
<\/span><\/li><\/ul> <\/span><\/span>
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Requirements<\/h3>
<\/p>
Qualifications &
Skills<\/span><\/span><\/b><\/b>
<\/span><\/p>- Experience: 2+ years in a Tier 1
Helpdesk or IT Support role<\/span><\/span>
<\/span><\/li>- Fluency in both French
and English (spoken and written) is mandatory.<\/span><\/span>
<\/span><\/li>- Good troubleshooting skills for
end -user hardware, Windows OS, Office 365, and common IT applications.<\/span><\/span>
<\/span><\/li>- Experience working with IT
ticketing systems<\/span><\/span>
<\/span><\/li>- Demonstrated
teamwork experience is a must.<\/span><\/span>
<\/span><\/li>- Exceptional
verbal and written communication skills.<\/span><\/span>
<\/span><\/li>- Basic to intermediate knowledge
of ERP systems (e.g., SAP, Oracle, Microsoft Dynamics).<\/span><\/span>
<\/span><\/li>- Working knowledge of ITIL
concepts (certification is a plus).<\/span><\/span>
<\/span><\/li>- Strong
motivation and team building skills are desired.<\/span><\/span>
<\/span><\/li>- Excellent
customer service skills.<\/span><\/span>
<\/span><\/li>- Customer service mindset with
problem -solving aptitude.<\/span><\/span>
<\/span><\/li><\/ul> <\/span><\/span>
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<\/div><\/span>
Benefits<\/h3>What We Offer:<\/span><\/span><\/span><\/b>
<\/span><\/span><\/div>- Competitive salary and benefits
package.<\/span><\/span><\/span>
<\/span><\/span><\/li>- Opportunity to work with a
diverse and talented team.<\/span><\/span><\/span>
<\/span><\/span><\/li>- Professional development and
growth opportunities.<\/span><\/span><\/span>
<\/span><\/span><\/li>- A dynamic and collaborative work
environment.<\/span><\/span><\/span>
<\/span><\/span><\/li>- Work Remotely<\/span><\/span><\/span>
<\/span><\/span><\/li><\/ul>
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