Help Desk Agent

Sonepar Canada; Laval (administrative region); Hybrid; CAD 42,000 - 65,000; Full time

Benefits offered by this job

Medical

Dental

Vision

Health Spending Account

RRSP matching

Employee Assistance Program

Tuition Reimbursement

Employee Discounts

Life Insurance

Job summary

Sonepar Canada is seeking a bilingual IT Help Desk Agent to provide quality support for hardware, software, ERP/WMS, and network issues from our Laval office.

You will handle calls and emails, document tickets in Service-Now, and participate in 24/7 after-hours rotations while maintaining a service-oriented mindset.

This role offers a competitive salary, flexible benefits, and ongoing career growth within a global electrical distributor.

Qualifications

• 1-3+ years of IT service and support experience.
• Experience in customer service via phone or email.
• Bilingual, fluent in French and English.

Responsibilities

• Provide software/hardware troubleshooting and effective IT support.
• Troubleshoot issues across hardware, software, and network components.
• Document real-time actions in tickets with clarity and detail.

Skills

Bilingual (French/English)

Windows 11

Office 365

Mobile OS (iOS/Android/MacOS)

Active Directory

Service-Now

Ticketing & IT support

Hardware & Software troubleshooting

Tools

Service-Now

ERP/WMS systems

Networking basics

Job description

Sonepar Canada is an independent family-owned company with global market leadership in the business-to-business distribution of electrical, industrial and safety products and related solutions. In Canada, we are represented by 6 locally managed electrical and industrial distributors and have over 100+ locations with coverage in 9 provinces.

We are a proud member of the Sonepar Group, the world's largest privately‑held electrical distributor. The Sonepar Group is present in more than 40 countries with over 45,000 employees.

To explore and learn more about Sonepar opportunities, please visit www.career.sonepar.com

What’s In It For You?

• You will be joining a market leader with over 40 years of experience to help you elevate your potential.
• You will be working for the world's #1 privately held business-to-business distributor of electrical products and related solutions.
• A chance to get involved in the forever growing electrical industry.
• We house the largest inventory to better service our customers and deliver on sales commitments.
• An opportunity for career development across many business departments within our organization.

Position Scope

Sonepar IT Help Desk associates provide quality IT support via phone, email, virtual meeting, and after-hours mobile phone. The position is 80% in the office from Monday to Friday with 1 day of working from except for 1 week per month at 100% working from the office. The service includes but is not limited to: taking initial requests by phone or email, troubleshooting, and managing hardware, software, internal ERP/WMS, or relatively simple network issues. All help desk associates need excellent problem‑solving, communication and interpersonal skills, as well as patience, a friendly attitude and the ability to work in a team environment. In addition, the help desk associate must have a solid technical understanding of the technology, including the various supported hardware, software, and network systems.

Responsibilities

• General Support and Tasks: Sonepar IT Helpdesk Agent is responsible for providing software/technical support and assistance. They interact with customers over the phone or in person to resolve computer issues related to software and hardware issues.
• Troubleshoot customer issues: IT help desk agents also resolve issues that customers encounter on technical solutions used by the company that require guidance. They provide reliable and quality customer service to the caller associate.
• Ticket documentation: The IT help desk must thoroughly document the real‑time actions taken to execute service/incident related tickets with a high level of detail and clarity.
• Documentation: The IT Help Desk Agent must thoroughly document/update existing procedures related to the support area covered by the Sonepar Help Desk team.
• After Hours Support: Sonepar Support operates 24 hours a day, 365 days a week. After‑hours support is provided by a help desk agent on a rotational basis, approximately every six weeks. The after‑hours support assignment is weekly, from Monday evenings at 6:00 p.m. EST to Monday mornings at 6:30 a.m. EST. Support outside office hours is carried out remotely (from home), the necessary equipment is provided (laptop, cellular, headset). One bonus is offered per week of assistance outside office hours.

Requirements

• 1-3+ years of experience in information technology with service and support computer hardware and software.
• Experience in customer service (phone/email support and communication).
• Bilingual, spoken and written (French/English).
• Experience in IT support.
• Knowledge of the Windows 11 environment.
• Knowledge of the Office 365 suite, teams, Acrobat Reader etc.
• Knowledge of IOS, Android, MacOS devices.
• Basic Active Directory Knowledge.
• Knowledge / experience with the use of the ticketing system, Service-Now is a plus.
• Knowledge/experience with SX ERПО and TWL WMS is a plus.
• May be available for office shifts from 6:30am to 3:30pm and 9:00am to 6:00pm (Rotation)
• Ready to make a rotation support outside of working hours.
• We offer a competitive salary, plus a full set of benefits.
• Flexible benefits program allowing you to choose from options that best fit you and your dependents’ needs. Benefit options include: Medical, Dental, Vision, Health Spending Account & RRSP matching.
• Employee Assistance Program, Tuition Reimbursement, Employee Discounts and a career path.
• Regardless of your benefits program, you will receive company paid Life Insurance, and employee paid disability.

More information on Sonepar Canada:

Facebook: https://www.facebook.com/profile.php?id=100057133913041

Youtube: https://www.youtube.com/user/SoneparCanada

Sonepar places the planet and diversity and inclusion at the core of its vision driving our business ethos.

Today, Sonepar is the leading distributor of energy‑efficient products, pioneering the energy transition and making sustainability a priority. At Sonepar, we firmly believe that every action is crucial in safeguarding the environment, driving our commitment to a more sustainable future. We have accelerated our own transition to efficient generation and use of electrical energy across our business and champion the innovation of sustainable solutions in the market.

This commitment is tangible in our detailed Global CSR report, to learn more please visit https://www.sonepar.com/en/commitments/sustainability.

Sonepar has been recognized as a Diversity Leader by the Financial Times’ 2024 Diversity Leaders ranking and was awarded GEEIS Certification in 2022. We are proud to be an equal‑opportunity employer, welcoming submissions from all candidates. We believe in creating a work environment where everyone can feel safe, use their voice, and know that they belong. Diversity and Inclusion (D&I) is a central focus of our global, strategic impact plan. We value diversity and inclusion in the workplace because it allows us to better meet the needs of the communities we serve. It helps us foster greater creativity, breadth of experience, and it’s essential to our success as an organization. All qualified individuals, regardless of race, ethnic or national origin, colour, religion, sex, sexual orientation, age, marital status, neurodiversity, disability status, gender identity, veteran status or any other aspect which makes them unique are encouraged to apply.

For more information about our Inclusion and Diversity initiatives, please visit https://www.sonepar.com/en/commitments/diversity-and-inclusion.

Sonepar is an equal‑opportunity employer and welcomes submissions from all candidates. Accommodation is available to all applicants upon request. If selected for an interview, please advise the Sonepar representative of your accommodation needs at that time. We will work with all applicants to accommodate their accessibility needs.