Help Desk Support Specialist (Bilingual – French/English) – Remote (Canada)

Job Title: Help Desk Support Specialist (Bilingual – French/English) – Remote (Canada) Duration: 12+ Month Experience Level: Skilled (3–5 Years) Candidate must be ready to work on 24X7 Model. Job Description: We are seeking a Bilingual Help Desk Support Specialist to provide Level 1 technical support for our client Air Canada in a remote capacity. The ideal candidate will be fluent in both French Canadian and English, possess strong customer service skills, and have a foundational understanding of desktop, network, and server administration. Day-to-Day Responsibilities: Manage inbound support requests across multiple channels including Chat, Telephone, Automated Email, and Portal-generated requests Diagnose and troubleshoot Level 1 issues related to personal computer hardware, software, and peripherals Answer the help desk line and respond to user inquiries regarding computer systems Acknowledge receipt of all user requests within defined service level agreements (SLAs) Initiate service orders (tickets) for all user requests, gathering necessary information from users as needed Maintain accurate user information and supporting documentation Ensure client requests are tracked and managed to closure via the ticketing system Basic Qualifications: Must be fluent in French Canadian and English (verbal and written) Strong telephone etiquette and customer service skills Ability to build business relationships and communicate effectively with the user community Basic troubleshooting skills for hardware, software, and peripheral issues Basic understanding of network, server, and desktop administration fundamentals, including installations, upgrades, tools, and techniques Nice to Have: Relevant industry certifications (e.g., CompTIA A+, ITIL)

Provide Level 1 technical support for Air Canada by managing inbound requests via chat, phone, and email. Diagnose and troubleshoot hardware and software issues while ensuring all tickets are tracked to closure within SLAs.

Candidates must be fluent in French Canadian and English with 3-5 years of experience in technical support. Basic knowledge of network and server administration is required, and the ability to work a 24/7 model is essential.

• EnglishPreferred
• Customer servicePreferred

Identified from the job description. Confirm important requirements above.

• French Canadian
• English
• Technical Support
• Customer Service
• Desktop Administration
• Network Administration
• Server Administration
• Troubleshooting
• Ticketing Systems
• SLA Management
• Hardware Support
• Software Support

• Customer Service & Support
• Technology
• Consulting
• Software
• Transportation

Minimum education

Professional degree

Minimum experience

2+ years

Apply by

Sep 10, 2026

Posting language

English

Working hours

40 hours per week

Location requirements

Country, Toronto, Ontario, Canada

Seniority

Associate

Application method

Direct apply is available