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
Office Location: Toronto
Employment Type: Permanent
Role Type: New position – current requirement
Work 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 required
Requirements
Qualifications &
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).
Benefits
The final compensation offered will depend on local market conditions and geographic location, as well as job-related factors such as the candidate’s knowledge, skills, qualifications, relevant experience, and education/training. Compensation may also include additional components such as benefits, and/or other incentives, where applicable. In accordance with new employment standards requirements, we retain copies of this job posting and applicant information for three (3) years after the posting is removed. We do not use AI technology; all applications are also reviewed by our recruitment team.
Infoya is an equal opportunity employer committed to diversity and inclusion. We welcome applications from all qualified individuals, regardless of race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, protected veteran status, aboriginal status, or any other legally protected factors.
