Bilingual L1 Service Desk Agent - IT Infrastructure Support

About the Position

Join Apptoza Inc. as a Bilingual L1 Service Desk Agent, where you will play a pivotal role in ensuring seamless IT operations. As the first point of contact for technical inquiries, you will provide essential support to end-users and contribute to the stability of our IT infrastructure.

Main Missions

• Act as the primary point of contact for all incoming technical requests and user inquiries.
• Diagnose, troubleshoot, and resolve Level 1 hardware and software incidents efficiently.
• Ensure the continuous and optimal functioning of the IT infrastructure.
• Manage incident lifecycles by documenting all actions in the ticketing system.
• Escalate complex technical issues to Level 2 or Level 3 support teams in strict accordance with established procedures and SLA guidelines.
• Provide high-quality customer service to ensure user satisfaction and minimal downtime.

Profile Required

• Proven experience in a technical support or helpdesk environment.
• Strong analytical and problem-solving skills to diagnose technical issues quickly.
• Excellent communication skills in both English and French (Bilingualism is mandatory).
• Ability to work effectively under pressure while adhering to strict Service Level Agreements (SLAs).
• Customer-centric mindset with a proactive approach to user support.

Required Skills

• Technical Troubleshooting (Hardware & Software)
• IT Infrastructure Support
• Incident Management & Ticketing Systems
• Bilingual Communication (English/French)
• SLA Compliance & Documentation