Tier 1 IT Helpdesk Support Specialist (Bilingual – Remote)

Infoya; Toronto; Remote; CAD 50,000 - 65,000; Full time

Job summary

A leading IT service provider in Toronto seeks a motivated Bilingual Tier 1 IT Helpdesk Support Specialist to provide excellent customer service and technical support. Candidates must be fluent in French and English. This hybrid role offers competitive salary and benefits within a dynamic team environment, with opportunities for professional growth.

Benefits

Competitive salary and benefits package

Professional development opportunities

Dynamic work environment

Qualifications

• 2+ years in a Tier 1 Helpdesk or IT Support role.
• Experience with troubleshooting Windows OS and Office 365 applications.
• Basic to intermediate knowledge of ERP systems.

Responsibilities

• Diagnose and resolve technical issues reported by end-users.
• Log and categorize support tickets accurately.
• Escalate complex or unresolved issues to higher-level support teams.

Skills

Fluency in French and English

Troubleshooting skills for hardware and software

Customer service mindset

Teamwork experience

Communication skills

Experience with IT ticketing systems

Teamwork experience

Exceptional communication skills

Knowledge of ERP systems

Understanding of ITIL concepts

Tools

IT ticketing systems

ERP systems (e.g., SAP, Oracle, Microsoft Dynamics)

Job description

Job Description

Job Summary

We are seeking a motivated and customer-focused Bilingual Tier 1 IT Helpdesk Support Specialist (French / English) to join our IT team. Support Analysts serve as the primary point of contact for end-users encountering issues or seeking assistance. They respond to inquiries, provide guidance, and ensure that users receive prompt and accurate support. They communicate technical information in a clear and understandable manner, regardless of the user's technical expertise.

It’s a Hybrid role for GTA candidates, and Remote for candidates outside GTA.

Key Responsibilities

• Diagnose and resolve technical issues reported by end-users, providing timely and effective support either remotely or on-site. This includes troubleshooting hardware, software, and peripheral-related problems, and guiding users through step‑by‑step resolutions to ensure minimal disruption to operations.
• Provide Tier 1 support for hardware issues, including desktops, laptops, printers, peripherals, and mobile devices.
• Log and categorize support tickets, ensuring accurate documentation and timely resolution or escalation.
• Escalate complex or unresolved issues to higher-level support teams.
• Assist users with basic ERP system navigation and troubleshooting; elevate complex ERP issues to Tier 2 / 3 as required.
• Maintain asset inventory records and support the hardware provisioning and decommissioning processes.
• Monitor and follow up on open tickets to ensure SLAs are met.
• Document and report to Business on all outstanding issues.
• Identify enhancements to processes or operations that would improve the efficiency of the team.
• Perform regular proactive health‑checks of the system and report the results.
• Work within a flexible schedule that may include being "on‑call".
• Prioritize issues with Business to provide solutions.
• Follow ITIL best practices in incident, problem, and request management.
• Support user account creation, password resets, and basic Active Directory operations.
• Participate in knowledge base creation and documentation of standard procedures and known issues.

Qualifications & Skills

• 2+ years in a Tier 1 Helpdesk or IT Support role.
• Fluency in both French and English (spoken and written) is mandatory.
• Good troubleshooting skills for end‑user hardware, Windows OS, Office 365, and common IT applications.
• Experience working with IT ticketing systems.
• Demonstrated teamwork experience is a must.
• Exceptional verbal and written communication skills.
• Basic to intermediate knowledge of ERP systems (e.g., SAP, Oracle, Microsoft Dynamics).
• Working knowledge of ITIL concepts (certification is a plus).
• Strong motivation and team building skills are desired.
• Excellent customer service skills.
• Customer service mindset with problem‑solving aptitude.

Benefits

• Competitive salary and benefits package.
• Opportunity to work with a diverse and talented team.
• Professional development and growth opportunities.
• A dynamic and collaborative work environment.
• Work Remotely.