Bilingual Tier 2 Helpdesk (AB)
$40,560–$40,560 year
On-siteAlberta, Canada
Job Summary
Monitor Zendesk for new requests, chats, and follow-ups, then respond to customer inquiries in both English and French within established service level timeframes. Troubleshoot software and hardware issues for Windows and Mac environments, providing break/fix and remote support including installation, configuration, and connectivity troubleshooting. Assist with SaaS administration for Microsoft 365 and Google Workspace, escalate complex issues to vendors, and document all cases accurately. Handle multiple tickets, chats, and calls efficiently while maintaining quality and accuracy. This role supports 24/7 operations with rotating shifts including evenings, overnights, weekends, and holidays. Fluency in Canadian English and French is required.
Required Qualifications
- Fluency in both Canadian English and French
- Quebec or New Brunswick French preferred
- Strong technical background and troubleshooting skills for desktop, network, and SaaS environments
- Excellent written and verbal communication skills in both languages
- Experience supporting Windows, macOS, and peripheral devices (printers, routers, IoT)
- Familiarity with SaaS and cloud platforms (Microsoft 365, Google Workspace)
- Strong organizational and multitasking skills in a high-volume environment
- Ability to work independently and take ownership of assigned cases
- Flexibility to work rotating shifts, including evenings, overnights, weekends, and holidays
Desired Qualifications
- A positive, team-oriented attitude and commitment to exceptional service
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