Tier 1 IT Helpdesk Support Specialist

4 weeks ago

Toronto Montreal Calgary Vancouver Edmonton Old Toronto Ottawa Mississauga Quebec Winnipeg Halifax Saskatoon Burnaby Hamilton Victoria Surrey Halton Hills London Regina Markham Brampton Vaughan Kelowna Laval Southwestern Ontario R, Canada Infoya Inc. Full time

Infoya is a global IT solutions provider specializing in transforming complex challenges into streamlined, AI-powered outcomes. Through proprietary technology accelerators and full-scale enterprise services, Infoya automates workflows, enhances operational efficiency, and drives digital transformation across industries. With a presence in Canada, the US, India, and Costa Rica, we blend technical depth with creative problem-solving to deliver measurable impact.Job DescriptionJob SummaryWe areseeking a motivated and customer-focusedBilingual Tier 1 IT HelpdeskSupport Specialist (French/English) to join our IT team. Support Analysts serve as the primary point of contactfor end-users encountering issues or seeking assistance. They respond toinquiries, provide guidance, and ensure that users receive prompt and accuratesupport. They communicate technical information in a clear and understandablemanner, regardless of the user's technical expertiseItsa Hybrid role for GTA candidates, and Remote for candidates outside GTA.Key ResponsibilitiesDiagnoseand resolve technical issues reported by end-users, providing timely andeffective support either remotely or on-site. This includestroubleshooting hardware, software, and peripheral-related problems, andguiding users through step-by-step resolutions to ensure minimaldisruption to operations.Provide Tier 1support for hardware issues, including desktops, laptops, printers, peripherals,and mobile devices.Log and categorizesupport tickets, ensuring accurate documentation and timely resolution orescalation.Escalatecomplex or unresolved issues to higher-level support teams.Assist users withbasic ERP system navigation and troubleshooting; escalate complex ERPissues to Tier 2/3 as required.Maintain assetinventory records and support the hardware provisioning anddecommissioning processes.Monitor and follow upon open tickets to ensure SLAs are met.Documentand report to Business on all outstanding issues.Identifyingenhancements to processes or operations that would improve the efficiencyof the team.Performing regular proactivehealth-checks of the system and reporting the resultsWorkingwithin a flexible schedule that may include being "on-call".Abilityto prioritize issues with Business to provide solutions.Follow ITIL bestpractices in incident, problem, and request management.Support user accountcreation, password resets, and basic Active Directory operations.Participate inknowledge base creation and documentation of standard procedures and knownissues.RequirementsQualifications &SkillsExperience:2+ years in a Tier 1Helpdesk or IT Support roleFluency inboth Frenchand English(spoken and written) ismandatory.Good troubleshooting skills forend-user hardware, Windows OS, Office 365, and common IT applications.Experience working with ITticketing systemsDemonstratedteamwork experience is a must.Exceptionalverbal and written communication skills.Basic to intermediate knowledgeof ERP systems (e.g., SAP, Oracle, Microsoft Dynamics).Working knowledge of ITILconcepts (certification is a plus).Strongmotivation and team building skills are desired.Customer service mindset withproblem-solving aptitude.What We Offer:Competitive salary and benefitspackage.Opportunity to work with adiverse and talented team.Professional development andgrowth opportunities.A dynamic and collaborative workenvironment. #J-18808-Ljbffr

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