Bilingual help desk

Insight Global; Montreal; Remote; CAD 30,000 - 60,000; Full time

Job summary

A leading company in the technology sector seeks a Help Desk Agent for a 12-month remote contract based in Montreal. The role involves providing essential first-level IT support, managing escalated client issues, and contributing to operational efficiencies. Ideal candidates must have relevant technical experience, a strong client focus, and be capable of multi-tasking in a fast-paced environment.

Qualifications

• 1+ year experience in a technical/help desk role in a Windows environment.
• Strong knowledge of first and second level support.
• Experience in banking is a plus.

Responsibilities

• Provide first-level support and troubleshoot technology products/applications.
• Resolve internal client needs through the service desk.
• Work in a shift role, covering night and day shifts.

Skills

Technical / Help Desk Experience

Knowledge of Windows OS

Client-Centric Mindset

Multi-tasking

Familiarity with Citrix VPN

Familiarity with Windows Hello for Business

Education

Post-secondary education

Tools

Microsoft Office (Word, Excel, Outlook)

Job description

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This range is provided by Insight Global. Your actual pay will be based on your skills and experience — talk with your recruiter to learn more.

Base pay range

CA$23.00 / hr - CA$24.00 / hr

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Technical and Business Recruiter at Insight Global

• 12 month contract
• Remote in Montreal
• Pay : $23-24 / hr T4

Required Skills & Experience

• Some prior technical / help desk experience (1+ year experience) in Windows OS environment
• You have strong knowledge of first and second level support; ability to multi-task and make sound judgments in a fast-paced, high stress environment;
• Experience with Microsoft application software (Word, Excel, Outlook, etc.)
• Strong client-centric mindset. You put our clients first, you engage with purpose to find the right solutions, and you go the extra mile because it's the right thing to do
• Familiar with Citrix VPN
• Familiar with Windows Hello for business
• Post-secondary education
• Previous experience in banking

Nice to Have Skills & Experience

• Experience with live chat

Job Description

You'll be joining the banks Employee Technology Services team as a Help Desk Agent, providing first level support with technology products or applications. You'll resolve escalated client needs (internal) through service desk from multiple lines of businesses related to infrastructure or applications; resolve and / or further escalate one or more products or services, while providing on-call support. You will interpret information received from first level of response when issues are escalated, identify gaps in existing problem resolution process to improve operational efficiencies, and determine solutions outside set procedure when a set procedure is not working and providing high-level expertise for extensive troubleshooting. This is a 12 month contract, remote. One of the two position will be dedicated to night, shift start at 11PM until 7AM. The second role will be primarily working on days but can expect to be swap to an evening or overnight position to cover vacation\absences.

Seniority level

Seniority level

Mid-Senior level

Employment type

Employment type

Contract

Job function

Job function

Information Technology

Banking

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