Role overview

Qualifications

4+ years in a Tier 1 Helpdesk or IT Support role with strong customer service skills.
Fluency in both French and English (spoken and written) is mandatory.
Proficient in IT ticketing systems (e.g., ServiceNow) and in creating and maintaining Knowledge Base articles.
Working knowledge of ITIL concepts (certification is a plus) and basic ERP knowledge (e.g., SAP, Oracle, Microsoft Dynamics) with strong teamwork and communication skills.

Responsibilities

Provide Tier 1 support for software and hardware issues across desktops, laptops, printers, peripherals, and mobile devices with exceptional customer service.
Log, categorize, and track support tickets; diagnose and resolve issues remotely or on-site, escalating complex problems as needed.
Create and maintain Knowledge Base articles and document standard procedures; monitor open tickets to ensure SLAs are met and report outstanding issues.
Follow ITIL best practices for incident, problem, and request management; perform proactive system health checks and assist with basic Active Directory tasks and ERP navigation; escalate ERP issues as required.

Key facts

Remote from: Canada
Full time
Mid-level (2-5 years)
IT Support Specialist
45 - 53K yearly
French, English

Other skills

Team Building
Non-Verbal Communication
Teamwork
Customer Service
Prioritization
Self-Motivation
Problem Solving

About the company

Infoya

Infoya is a pioneering consulting firm, collaborating with visionary leaders to achieve outsized business impact. We are focused on following areas of business transformation space: Innovation serves as our starting point. We recognize that the landscape of technology is ever-evolving, presenting both opportunities and obstacles. By continually seeking out innovative solutions and exploring cutting-edge technologies, we position ourselves at the forefront of the industry, ready to address the unique needs and challenges faced by our clients. Transformation follows closely behind. In today’s digital age, the ability to adapt and evolve is crucial for businesses seeking to thrive in a competitive landscape. At Infoya, we work hand-in-hand with our clients to facilitate transformative change, guiding them through strategic shifts in technology, processes, and culture that are essential for long-term success. Ultimately, our goal is to solve the problems that our clients face. Whether it’s streamlining operations, improving cybersecurity measures, or enhancing customer experiences, we leverage our expertise and experience to deliver practical, effective solutions that address the root causes of our clients’ challenges and drive tangible results. In summary, at Infoya, our approach to IT consultancy is guided by a clear and sequential process: we look for innovative solutions, transform our clients’ operations, and ultimately, solve the problems that stand in the way of their success.

Company details

Company size201 - 500

Links

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Job description

Role Type: CurrentPosition

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

Its a Hybrid role for GTA candidates, and Remote for candidates outside GTA.

Key Responsibilities

Provide exceptional Customer service skills through Tier 1 support for software and hardware issues, including desktops, laptops, printers, peripherals, and mobile devices.
Log and categorize support tickets, ensuring accurate documentation and timely resolution or escalation.
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.
Participate in Knowledge Base (KB) article creation and documentation of standard procedures and known issues.
Escalate complex or unresolved issues to higher-level support teams.
Participate in knowledge base creation and documentation of standard procedures and known issues.
Monitor and follow up on open tickets to ensure SLAs are met.
Document and report to Business on all outstanding issues.
Identifying enhancements to processes or operations that would improve the efficiency of the team.
Performing regular proactive health-checks of the system and reporting the results
Working within a flexible schedule that may include being "on-call".
Ability to 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.
Assist users with basic ERP system navigation and troubleshooting; escalate complex ERP issues to Tier 2/3 as required

Requirements

Qualifications & Skills

Experience: 4+ years in a Tier 1 Helpdesk or IT Support role with strong customer service skills.
Fluency in both French and English (spoken and written) is mandatory.
Strong troubleshooting skills for end-user for issues related to software and hardware, Windows OS, Office 365, and common IT applications.
Proficient in L1/2 support and Experience working with IT ticketing systems like Service Now
Proficient in creating and maintaining Knowledge Base articles
Demonstrated teamwork experience is a must.
Exceptional verbal and written communication skills.
Working knowledge of ITIL concepts (certification is a plus).
Strong motivation and team building skills are desired.
Customer service mindset with problem-solving aptitude.
Basic to intermediate knowledge of ERP systems (e.g., SAP, Oracle, Microsoft Dynamics).

Benefits

Salary Range: $45,000 - 53,000 CAD/ year

The final compensation offered will depend on local market conditions and geographic location, as well as job-related factors such as the candidate’s knowledge, skills, qualifications, relevant experience, and education/training. Compensation may also include additional components such as benefits, and/or other incentives, where applicable. In accordance with new employment standards requirements, we retain copies of this job posting and applicant information for three (3) years after the posting is removed. We do not use AI technology; all applications are also reviewed by our recruitment team.

Infoya is an equal opportunity employer committed to diversity and inclusion. We welcome applications from all qualified individuals, regardless of race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, protected veteran status, aboriginal status, or any other legally protected factors.

Salary: $45k - $53k