Help Desk Specialist L1

1 week ago

Montréal, Canada MSP OPERATIONAL CORP Full time

As we continue to grow, we are looking for a Bilingual **Help Desk Specialist L1**to join MSP Corp Central’s team.

**About the Role**

As **Help Desk Specialist L1**, you will be an integral player for our team. You will be responsible for handling incidents and requests (Level 1 support tickets) to assist customers providing fast, courteous, and efficient service to maintain a high level of user satisfaction. We are looking for a bright, passionate, and motivated Help Desk Analyst - Level 1. This role requires someone with an ambitious nature for continuous learning who has 1-3 years of experience working in a help desk environment with a Managed Services company.

-**
Schedule**: Monday to Friday, 40 hours per week, 9:00 a.m. - 5:00 p.m,
- **Location**: 70 East Beaver Creek Rd. Unit 43 Richmond Hill ON, L4B 3B2
- **Work Mode**: Hybrid; Remote for Canadians outside the work location.

**What You Will Do**

- Follow-up on tickets (requests and incidents) closely with end-users and ensure ticket lifecycle does not exceed defined standard
- Maintain constant communication with clients for assigned tickets
- Identify recurring issues and propose improvements to reduce ticket volume and enhance user experience
- Provide technical support for users and devices (PCs, laptops, Macs, smartphones), including troubleshooting, resolution, and escalation of issues.
- Coordinate IT onboarding and offboarding processes, including provisioning/deprovisioning of hardware, software, account access, and licensing
- Monitor and investigate NOC alerts
- Prioritize and manage multiple requests based on urgency/impact of request
- Work closely with other IT team members to ensure the highest possible level of service
- Ensure documentation is regularly updated and accessible, including standard operating procedures and troubleshooting guides

**What We Are Looking For**

- Minimum 1-3 years experience in a similar position with a Managed Services provider.
- Bilingualism (French and English) is required - proficiency in both languages is required.
- Ability to help users install and configure smartphones (IOS, Android)
- Extensive experience with Windows (10/11) and Mac devices (Desktop and Laptops)
- Strong knowledge of on-premise active directory, EntraID, Office 365 cloud administration, SharePoint, Teams, Onedrive for business, Remote Desktop environments, VPN connections.
- Strong knowledge of windows server and associated services such as DNS, DHCP, Print and File services
- Strong interpersonal and communication skills, both verbal and written with the ability to communicate and articulate technical information simply with a customer-first mindset
- Experience with ticketing systems (ConnectWise is an asset)
- Strong analytical and problem-solving skills
- Strong ability to analyze situations, diagnose problems, and develop and implement solutions
- Ability to prioritize and multi-task several requests in parallel
- Able to work independently or in a team with mínimal supervision
- Exceptional time management and self-management skills.
- Self-motivated and directed
- Extremely detail oriented

**Why Work at MSP Corp**

- Benefits package.
- Dynamic work environment.
- Corporate gym discounts.
- Wellness day.
- Opportunities for growth and training.

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