Lead, Bilingual It Support

Job Summary

We are seeking a motivated and customer-focused bilingual 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

Its a Hybrid role for GTA candidates, and Remote for candidates outside GTA.

Key Responsibilities

• 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.
• Provide support for hardware issues, including desktops, laptops, printers, peripherals, and mobile devices.
• Log and categorize support tickets, ensuring accurate documentation and timely resolution or escalation.
• Escalate complex or unresolved issues to higher-level support teams.
• Assist users with basic ERP system navigation and troubleshooting; escalate complex ERP issues as required.
• Maintain asset inventory records and support the hardware provisioning and decommissioning processes.
• 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.
• Participate in knowledge base creation and documentation of standard procedures and known issues.

 Qualifications & Skills

• Experience: 2+ years in a Helpdesk or IT Support role
• Fluency in both French and English (spoken and written) is mandatory.
• Good troubleshooting skills for end-user hardware, Windows OS, Office 365, and common IT applications.
• Experience working with IT ticketing systems
• Demonstrated teamwork experience is a must. 
• Exceptional verbal and written communication skills. 
• Basic to intermediate knowledge of ERP systems (e.g., SAP, Oracle, Microsoft Dynamics).
• Working knowledge of ITIL concepts (certification is a plus).
• Strong motivation and team building skills are desired. 
• Excellent customer service skills. 
• Customer service mindset with problem-solving aptitude.

 

What We Offer:

• Competitive salary and benefits package.
• Opportunity to work with a diverse and talented team.
• Professional development and growth opportunities. 
• A dynamic and collaborative work environment.
• Work Remotely