Bilingual IT Helpdesk Agent

pt Health; Toronto; On-site; CAD 60,000 - 75,000; Full time

Job summary

A healthcare solutions provider in Toronto seeks a Telecom Support Manager to manage IT helpdesk tickets and support requests. The ideal candidate must be bilingual in French and English, possess excellent communication skills, and have experience in IT support. This role offers a full-time position with various employee perks, including a yearly education reimbursement fund and access to an Employee Stock Ownership Plan.

Benefits

Company laptop and accessories

Yearly education reimbursement fund

30% discount on purchases at Shoppers Drug Mart

Employee Stock Ownership Plan

Paid vacation and wellness days

Health & Dental Flex Life Benefits

Qualifications

• Must be bilingual in French and English.
• Experience in IT support or call centers is required.
• Excellent communication skills for explaining technical issues.

Responsibilities

• Manage helpdesk tickets and Level I support requests daily.
• Communicate with users, internal teams, and external vendors.
• Identify and escalate complex issues to appropriate levels.

Skills

Bilingualism in French and English

Time management

Communication skills

Problem-solving

Team collaboration

Tools

Microsoft Windows OS

MS Office 2016 / 2019 / O365

Salesforce

Zendesk

ServiceNOW

Microsoft Active Directory

Job description

Telecom Support Manager - Full Time

Location : Consumers Road, North York

Bilingual French / English is required

Who We Are :

Lifemark Health Group is a market leader in customized healthcare solutions. As one of the largest and most comprehensive providers in Canada, we continue to grow exponentially. Our vision is to be the most innovative healthcare provider in community rehabilitation, workplace health and wellness, and medical assessment services. Lifemark was acquired by Loblaw Companies on May 10, 2022.

Our Perks :

Employees are issued a company laptop, headset, office monitor, keyboard, and mouse. After successful probation, employees will:

• Have access to a yearly education reimbursement fund
• Receive a 30% discount on purchases at Shoppers Drug Mart
• Contribute to an Employee Stock Ownership Plan (ESOP) with employer matching
• Enjoy paid vacation and wellness days
• Choose to enroll in our Health & Dental Flex Life Benefits or contribute to RRSPs in lieu
• Access employee assistance programs

Primary Responsibilities :

• Manage helpdesk tickets and Level I support requests daily
• Communicate effectively with users, internal teams, and external vendors to coordinate solutions
• Provide clear instructions to users, ensuring satisfaction and understanding
• Identify and escalate complex issues to appropriate support levels
• Manage procurement of IT equipment and software, including obtaining necessary approvals
• Diagnose and resolve software-related technical problems

Core Competencies :

• Bilingualism in French and English is required
• Excellent time management skills
• Strong communication skills for explaining technical issues to non-technical users
• Patience and professionalism in handling customer inquiries
• Ability to understand diverse division needs
• Set clear expectations and define KPIs for self-performance
• Work collaboratively within a team, providing insights when needed
• Ability to work independently with minimal supervision

Additional Qualifications :

• Knowledge of Microsoft Windows OS and MS Office 2016 / 2019 / O365
• Understanding of remote management tools and techniques
• Experience with Microsoft Active Directory
• Working knowledge of CRM applications such as Salesforce, Zendesk, ServiceNOW
• Hours of operation: Monday to Friday, 7 AM – 8 PM EST, with 8-hour shifts, totaling 40 hours/week as per business needs

Experience :

• Previous medium to large enterprise customer service experience
• Experience in IT support, call centers, or ticketing environments is required

Inclusion :

We are committed to creating an inclusive environment where individuals from all backgrounds can thrive. We promote equal employment opportunities for all, including Indigenous peoples, newcomers to Canada, women, and visible minorities.

Accommodation :

Accommodations are available upon request for all candidates participating in the recruitment process. Please email us at talent at [company email].

Interested in joining our team?

Apply today! Visit our website for more information about the company.