Bilingual IT Support Specialist (English & French)

Journeyfront, Inc.; Toronto; On-site; CAD 38,000 - 46,000; Full time

Benefits offered by this job

Paid training

Shift premiums

Employee referrals

Job summary

Gatestone is seeking a bilingual Technical Support Representative (English & French required) to join our team in providing Level 2 support for end-user hardware, software, and network issues. You’ll respond via phone, email, and ticketing system, diagnose problems, and escalate where needed while documenting each case for future reference.

The role offers paid full-time training, competitive compensation starting at $22.00 per hour with shift premiums, and opportunities for internal growth.

Qualifications

• Previous experience in an IT helpdesk or desktop support role.
• Experience with ITSM tools and ticketing systems.
• Strong troubleshooting skills for Windows OS, VPNs, and remote desktop tools.
• English and French written and verbal required.

Responsibilities

• Provide Level 2 support for end-user issues, including hardware, software, and network troubleshooting.
• Respond to IT service requests and incidents via phone, email, and ticketing system.
• Diagnose and resolve technical problems encountered by customers.
• Escalate complex issues to appropriate teams with timely resolution.
• Document customer records with logs of problems and solutions for use by others.
• Research issues using internal software, tools and guides to implement solutions.
• Flexibly cover for HD teammates when unavailable.
• Identify opportunities to improve customer service levels and experience.
• Provide feedback to leadership to improve environment.
• Available to work any shift as role operates 24/7 and through holidays.

Job description

Gatestone is seeking a bilingual Technical Support Representative (English & French required) to join our team in providing Level 2 support for end-user hardware, software, and network issues. You’ll respond via phone, email, and ticketing system, diagnose problems, and escalate where needed while documenting each case for future reference.

The role offers paid full-time training, competitive compensation starting at $22.00 per hour with shift premiums, and opportunities for internal growth.