Tier 2 Help Desk Agent (Bilingual French/English)

Parity Technology Solutions is seeking a Tier 2 Help Desk Agent to deliver advanced support for end-user and business technology issues. This remote role requires bilingual French/English communication and hands-on troubleshooting across workstations, servers, printers, networks, and vendor hardware and software.

Key Responsibilities

• Provide Tier 2 level help desk support for technical issues involving workstations, servers, printers, networks, APs, gateways, and vendor-specific hardware and software.
• Troubleshoot incoming incidents and work toward resolution or determine the source of errors using diagnostic procedures.
• Resolve technical issues through phone support and the ticketing system.
• Communicate with clients via phone, email, and chat, including timely responses and clear explanations of resolutions and recommendations.
• Follow established, documented policies and standard operating procedures.
• Coordinate with vendors and service providers when necessary to address outstanding issues.
• Coordinate with technical installers and third-party resources to close open tickets, tracking progress until cases are resolved.
• Research internal and external resources to identify the best solution.
• Advise clients on relevant concerns discovered during service delivery.
• Support an escalation approach that targets closure of escalated tickets within 24 hours of receipt.
• Log and maintain accurate call notes and detailed incident reports using the online call ticketing system.
• Escalate to Tier 3 Support as needed, monitor open incident status, and provide client progress updates and confirmation of resolution.
• Maintain effective working relationships with assigned supervisors and coworkers.
• Complete additional duties as required by management.

Shifts and Availability

• Ability to work flexible shifts, including evenings, weekends, and holidays as required.
• Punctuality and attendance according to the scheduled requirements are required.
• Employee can work from anywhere in Canada.

Required Qualifications

• French/English bilingual written and verbal communication skills are required, with complete fluency in both languages.
• 2+ years of IT service desk or call center technician experience supporting clients over telephone or in-person.
• 2+ years of experience supporting Windows Operating System (7, 8, 10), Android, and/or iOS.
• Strong working knowledge of Office 365.
• Understanding of foundational networking concepts including TCP/IP/UDP, OSI layers, IEEE standards, switching, LAN, WAN, WLAN, VLAN, VPN, DNS, and DHCP.
• Working familiarity with services and tools such as FTP and Telnet.
• Advanced understanding of operating systems, business applications, printing systems, and network systems.
• Work experience installing and configuring wireless controllers and access points (example environments include Ruckus, Meraki, HP, or Cisco).
• Ability to work in a team, communicate effectively, and multi-task while adapting quickly to change.
• Ability to match appropriate resources to technical issues and support how technology is used to deliver services.
• Self-motivated and able to work in a fast-moving environment.
• Interpersonal skills that include improving client reference materials by writing and maintaining documentation.
• Active listening and customer-care skills, along with telephone and communication skills.
• Bachelor’s Degree in Computer Science or a related field (preferred).

Preferred Experience and Certifications

• Previous experience working for a Hospitality Integrator (desired).
• CompTIA A+ (preferred certification).
• CompTIA Security (preferred certification).

Technologies

• Windows Operating System (7, 8, 10), Android, iOS
• Office 365
• TCP/IP, UDP, OSI Layers, IEEE standards
• LAN, WAN, WLAN, VLAN, VPN, DNS, DHCP
• FTP, Telnet
• Ruckus, Meraki, HP, Cisco
• Online call ticketing system

Job Details

• Job Type: Full-time
• Work Location: Remote
• Salary: USD 50,000 per year

Benefits

• Dental insurance
• Vision insurance