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Added 5 mins ago
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Futran Solutions

Help Desk Specialist

Ottawa, ON, Canada
Kanata, ON, Canada

Contract

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Job details

Job type: Contract
Apply by: Dec 4, 2026
Posting language: English
Posted: Nov 4, 2026

Original job description

Help Desk Technician

Kanata Research Park | Kanata | ON | Onsite

Summary

Must be bilingual: English & French (written, read & spoken)

As a Bilingual Help Desk Support Technician, you will provide L1 support, answer help desk telephones and various methods of inquiries (Email, SST, Web, Chat, etc..) for multiple accounts and responds to all customer inquiries to ensure customer needs are met.

What you will do:

Assist customers in resolving all technical problems by providing troubleshooting guidance regarding software and hardware problems.
Resolve and/or refer more complex technical problems through a defined escalation process.
Follow up with customers to ensure that customer inquiries are resolved within the contracted or agreed upon time frame.
Log and track inquiries using a problem management database and maintains history records and related problem documentation.
Identify, evaluate, and prioritize customer problems and complaints to ensure that inquiries are resolved appropriately.

Who you are / Basic Qualifications

High school diploma or G.E.D.
One or more years of technical training in computer support preferred
One or more years of technical or customer support experience
Experience working with company products and operating systems
Experience with solving computer-related problems
Experience working with company escalation policy
Will require 24hr shift work including weekends (rotating shifts)

Other Qualifications

Interpersonal skills to interact with customers and team members
Strong communications skills
Organization skills to balance and prioritize work
Analytical and problem solving skills
Leadership skills to mentor and provide guidance to less experienced personnel
Ability to work individually as well as in a Team Environment, Work Environment, Office environment.

Work environment:

Will require 24 hr shift work including weekends (rotating shifts).

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More about this job

Responsibilities

Provide Level 1 technical support to customers through phone, email, web, chat, and other inquiry channels, troubleshooting hardware and software issues. Track and prioritize customer problems, escalate complex issues, document their history, and follow up to ensure timely resolution.

Requirements

Requires a high school diploma or GED and at least one year of technical or customer support experience; technical training in computer support is preferred. Candidates must be bilingual in English and French, have strong communication and problem-solving skills, and be available for rotating 24-hour shifts, including weekends.

Skills

Technical Troubleshooting
Hardware Support
Software Support
Customer Support
Help Desk Support
Problem Resolution
Escalation Management
Problem Tracking
Customer Communication
Prioritization
Analytical Skills
Problem-Solving
Teamwork
Mentoring
Bilingual Communication

Visa sponsorship

Not detected in the job text

Keywords

Help Desk
Level 1 Support
Technical Support
Customer Support
Hardware Troubleshooting
Software Troubleshooting
Problem Management Database
Escalation Process
Customer Inquiries
Email Support
Web Support
Chat Support
Telephone Support
Operating Systems
Computer Support
Problem Documentation
Issue Prioritization
Bilingual English and French
Rotating Shifts
Weekend Shifts

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