IT Support Help Desk Agent

Our client, a leading and growing remote IT support company, is in need of an IT Support Representative to provide technical support to its customers via phone, chat or email from home. The successful candidate will be required to assist and instruct customers on system, software and server issues in a clear and professional manner.

Our client’s business operation is remote based, it doesn’t matter where you live, if you are looking to leverage your Information Systems and/or IT background in combination with your bilingualism to work full time from your home office, this is the role for you!

Job Description

  • Deliver clear explanations and instructions on both simple and complex tasks primarily with multiple versions of software applications and operating systems via web-based chat, email or phone remote session
  • Maintain customer communication & experience at a help desk/call centre level.
  • Achieve first-call resolution (FCR) in a timely manner, escalate incidents as necessary
  • Provide effective production support including accurate problem identification, troubleshooting, queue management and ticket documentation
  • Implement a wide range of creative solutions, use judgement based on deep technical knowledge to determine the best course of action to resolve technical issues that pose a significant risk to the firm and/or affect a large number of users.
  • Effectively diagnose and repair PC matters and perform disaster recovery operations
  • Software install pushes using remote access tools
  • Perform technical services and support at the network level: WAN and LAN connectivity, routers, firewalls, and security
  • Revise online knowledge base, system information, changes and updates as required
  • E-mail management, documenting solutions/workarounds and escalations, etc.

Technical Qualifications

  • Vendor / Software / System / Professional IT certifications
  • MCP, CCNA, MOS-Master or similar experience with Microsoft desktop environments.
  • Experience supporting Microsoft Windows OS (all versions), Microsoft Office Suite (all versions), MAC OSX and applications
  • Proficiency in web browsers (IE, Firefox, Safari, Chrome, etc.), E-mail and Instant Messaging applications, Spyware and Antivirus applications

 Nice To Have

  • Proficiency in configuring networks firewalls, TCP/IP and wireless communications
  • Knowledge of programming language (VB, .NET, C, C++, Java, etc.)
  • Knowledge of databases (MSSQL, MySQL, Oracle, DB2)
  • Knowledge of Internet servers & Web Development platforms (Websphere, IIS, Apache)
  • English/French Bilingual


  • Excellent oral and written communication skills
  • Ability to type a minimum of 35 wpm
  • Excellent problems solving abilities, natural drive to see problems through to resolution.
  • At least one (1) year experience in any of the following capacity: help desk, in-home PC repair service, teaching assistant, 1-on-1 desk-side tutor or coach
  • Ability to multi-task, working in a fast-paced environment with limited supervision
  • Strong sense of continuing education and independent learning to maintain up-to-date technical knowledge and information


  • Salary: 36 – 42k commensurate with experience
  • Vacation: 2 weeks
  • Benefits

We thank all those who apply however, only applicants chosen for an interview will be contacted.  Candidates must be legally eligible to work in Canada without sponsorship. Please send applications to and quote job ref# GM140505