Bilingual Helpdesk

Bilingual Helpdesk Analyst
Fulltime
Greater Toronto Area
On-site work required 5 days / week

We are seeking a highly motivated and skilled Bilingual Helpdesk Support Specialist fluent in both French and English to provide exceptional technical support to our end-users. The ideal candidate will possess strong problem-solving abilities, excellent communication skills, and a passion for delivering outstanding customer service. This role involves providing helpdesk and deskside support, resolving software and hardware issues, and ensuring the smooth operation of IT systems.

Job Description:

• Provide high-quality helpdesk and deskside support to end-users, addressing IT issues promptly and effectively in both French and English.
• Diagnose and troubleshoot technical issues remotely and on-site, utilizing strong problem-solving skills.
• Configure and troubleshoot Office 365 applications, cabling, routing, WiFi, and other desktop support services.
• Support Microsoft technologies, including operating systems, Office suite, Exchange Online, and Intune.
• Strong experience with Jira, including ticket management, issue tracking and workflow customization
• Troubleshoot and support mobile devices such as iPhones, iPads, and Android devices.
• Communicate effectively with end-users of all levels, ensuring clear and concise resolution of IT issues.
• Strong documentation skills with the ability to accurately record support activities, and document troubleshooting steps.
• Maintain accurate records of support activities, including incident documentation and resolution.
• Stay up-to-date with industry trends and technologies to provide innovative solutions and enhancements

• Fluent in both French and English, with the ability to read, write, and communicate effectively in both languages.
• Proven experience in providing helpdesk and deskside support, with a focus on resolving software and hardware issues.
• Strong problem-solving skills and the ability to diagnose and troubleshoot technical issues efficiently.
• Experience supporting the Microsoft stack of technologies, including operating systems, Office suite, Exchange Online, and Intune.
• Familiarity with configuring and troubleshooting mobile devices such as iPhones, iPads, and Android devices.
• Excellent written and verbal communication skills, with the ability to communicate technical information clearly to end-users.
• Industry certifications such as CompTIA, Microsoft, or Cisco are beneficial.
• Physically able to lift and move desktops and monitors.
• Valid driver's license and willingness to travel to other offices as needed.
• Flexibility to work shift hours from 8am-6pm local time, occasional overtime, and weekends as required.