Tier-1 IT Helpdesk Support Specialist (Bilingual – Remote)

Company Description

Infoya is a global IT consulting and services organization. We collaborate with visionary leaders to achieve outsized business impact by providing innovative solutions and exploring cutting-edge technologies. We work hand-in-hand with our clients to facilitate transformative change, guiding them through strategic shifts in technology, processes, and culture. Our goal is to solve the problems that our clients face, leveraging our expertise and experience to deliver practical, effective solutions that drive tangible results. 

Job Description

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.

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; escalate 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. 
• 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.
• Participate in knowledge base creation and documentation of standard procedures and known issues.

Qualifications: 

• Experience: 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.

What We Offer:

• 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.