Bilingual Tier-1 IT Helpdesk Support Specialist (Remote)

About the role

Infoya is seeking a motivated, customer‑focused Bilingual Tier‑1 IT Helpdesk Support Specialist to join its IT team. The role serves as the first point of contact for end‑users experiencing software, hardware, or connectivity issues, providing clear guidance in both French and English.

Key responsibilities

• Deliver Tier‑1 support for desktops, laptops, printers, peripherals, and mobile devices.
• Log, categorize, and resolve support tickets, escalating complex cases to higher‑level teams.
• Create and maintain Knowledge Base articles and standard procedure documentation.
• Monitor ticket queues to ensure Service Level Agreements are met and perform proactive system health‑checks.
• Support user account creation, password resets, and basic Active Directory tasks.
• Assist users with basic ERP navigation and troubleshoot related issues.

Required profile

• Minimum 4 years of experience in a Tier‑1 Helpdesk or IT Support role.
• Fluent in both French and English, spoken and written.
• Strong customer‑service orientation with the ability to explain technical concepts clearly.
• Willingness to work a flexible schedule, including on‑call duties.

Required skills

• Windows operating system troubleshooting.
• Office 365 administration and support.
• Active Directory basic operations.
• Understanding of ITIL incident and request management processes.
• Basic navigation and troubleshooting of ERP systems.