Remote Bilingual IT Service Desk Specialist (EN/FR)

Pathway Communications; Edmonton; Remote; CAD 60,000 - 80,000; Full time

Job summary

A leading IT solutions provider is seeking a Bilingual Technical Service Desk representative (French & English) in Canada. This full-time position involves remote technical support, troubleshooting, and customer service. Candidates should have a degree/diploma in IT and prior experience in a contact center. The role requires excellent communication skills and willingness to work variable shifts. Comprehensive training on equipment will be provided.

Qualifications

• Two years past experience in a technology contact center or IT service desk.
• Hands-on level 1 troubleshooting of MS and MacOS operating systems, desktop applications, and devices.

Responsibilities

• Troubleshoot and resolve problems with hardware/software applications.
• Dispatch Field Technicians and follow up on field/site related issues.
• Document and update all interactions in an ITSM.
• Escalate incidents and problems to Level 2 teams if required.

Skills

Excellent customer service oral and written communications skills

Analytical and problem-solving skills

Able to follow and use scripts and prescribed operating procedures

Education

Degree or diploma in IT

Tools

ITSMs (ticketing systems)

Job description

A leading IT solutions provider is seeking a Bilingual Technical Service Desk representative (French & English) in Canada. This full-time position involves remote technical support, troubleshooting, and customer service. Candidates should have a degree/diploma in IT and prior experience in a contact center. The role requires excellent communication skills and willingness to work variable shifts. Comprehensive training on equipment will be provided.