Job Title: L1 Service Desk Agent Bilingual (English and French) Infrastructure Services
Location: Montreal, QC- Hybrid
Compensation: $35-$45/hour
Duration: 6+ months
Start Date: ASAP
Interview Process: Approx 2 rounds
Qualifications and Skills:
- Preferably bachelor s degree in information technology, Computer Science, or related field (preferred).
- Basic understanding of IT infrastructure components, including operating systems, hardware, networking, and software applications.
- Strong problem-solving and analytical skills.
- Excellent communication with English and French (B2) proficiency
- Ability to work in a fast-paced environment and handle multiple tasks.
- Customer-focused attitude and willingness to learn.
Roles and Responsibilities:
- Receive and log incoming incidents and service requests via various communication channels.
- Provide initial assessment, troubleshooting, and resolution for technical issues related to IT infrastructure services.
- Escalate incidents to higher support tiers as per defined procedures and SLAs.
- Offer excellent customer service by actively listening to user concerns, empathizing with their situation, and delivering clear and concise explanations.
- Assist users in diagnosing and resolving common hardware, software, and network issues.
- Troubleshoot and guide users through basic technical problems, aiming for first-call resolution.
- Create detailed incident tickets, recording all relevant information, troubleshooting steps, and solutions provided.
- Maintain accurate and up-to-date records of incident status and user interactions.
- Perform routine password resets and account unlocks following established security protocols.
- Assist users in accessing applications, systems, and network resources.
- Fulfill routine service requests, such as software installations, configurations, and access permissions, as per defined procedures.
- Contribute to the organization s knowledge base by creating articles and documentation for common incidents, solutions, and best practices.
- Collaborate with peers, senior agents, and technical teams to share knowledge and troubleshoot more complex incidents.
- Adhere to incident management processes, SLAs, and quality standards defined by the Service Desk.
- Ensure compliance with security policies and data protection regulations.
- Participate in training sessions and continuous learning to enhance technical skills and knowledge.
- Seek opportunities for growth within the Service Desk team.
We may use AI-enabled and/or automated tools to support parts of our recruitment process, including application screening, interview scheduling, and candidate communications. These tools are used to enhance consistency and efficiency. All hiring decisions involve human review and are not based solely on automated processing.
The Company offers a total rewards package in accordance with all applicable federal, provincial, and local laws and requirements. Benefit eligibility and offerings vary based on role, employment status, and work location. For contractor positions, benefits are limited to those entitlements and protections required by applicable law, which may include (as applicable) vacation pay, public holidays, leaves of absence, and other legally mandated benefits or payments.
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