Help Desk Level 2 - Hybrid - Montreal (English and French)
On-siteMontréal, Quebec, Canada
Job Summary
Serve as the first point of contact for clients seeking assistance over the phone or email, providing desktop support including laptop and desktop configuration. Manage equipment shipments, create and assign incident and service request tickets, and work with Technical Support Groups to diagnose and resolve problems. Prioritize issues, escalate high-priority requests, and dispatch resources for facilities, software, and hardware problems while facilitating incident management. Follow up with clients to ensure resolution is complete and timely. This role requires a university degree or college diploma with 2–5 years of experience supporting Windows clients, MS Office, and TCP/IP environments. Bilingual (English/French) communication skills are essential. The position involves an initial 2–3 months in-office training period followed by a weekly rotation every 3–4 weeks.
Required Qualifications
- University degree
- 2 to 3 years of Help Desk work experience
- College Diploma
- 3 to 5 years of Service Desk work experience
- Experience supporting all Windows Clients
- Experience with MS Office Products
- Knowledge of TCP/IP
- Knowledge of Ethernet
- Experience working with Incident management
- Experience working with Problem management
- Experience working with Change management
- Experience using Service Desk for Ticketing Incidents
- Experience with Documenting of Service Calls
- Experience in supporting client server
- Experience with terminal emulators
- Experience with host-based systems
- Ability to effectively translate technical information and procedures to end-users
- Troubleshooting skills
- Analytical skills
- Capacity to accurately identify and assess problems
- Excellent written communication skills
- Excellent verbal communication skills
- Bilingual (English/French) communication skills
Desired Qualifications
- Experience working in an outsourced services and co-location environment
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