Job Description

As a Helpdesk Representative I, you will play a vital role in supporting field users and internal users by providing remote troubleshooting and technical assistance over the phone. You will help resolve hardware, software, and connectivity issues, document support interactions, and ensure timely resolution or escalation of IT incidents. This role is ideal for someone who enjoys problem-solving, communicating with others, and delivering excellent customer service in a fast-paced IT support environment.

Key Responsibilities
* Provide first-level technical support to field users and internal users over the phone.
* Troubleshoot issues related to Windows operating systems, Dell hardware, and company applications.
* Guide users through problem-solving steps to resolve incidents effectively and efficiently.
* Document all calls, troubleshooting steps, and resolutions using internal ticketing systems.
* Escalate complex or unresolved issues to higher-level support teams as appropriate.
* Follow established IT procedures and contribute to the continuous improvement of support documentation.
* Maintain professionalism and patience when assisting non-technical users.
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Minimum Qualifications
* Strong verbal communication and customer service skills in French Language.
* Associate degree or equivalent experience in Information Technology, Computer Science, or a related field.
* 1+ years of experience providing phone-based or remote IT support.
* Basic understanding of Windows operating systems and Dell hardware platforms.
* Familiarity with IT service management concepts (e.g., ticketing systems and incident tracking).
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Preferred Skills
* Experience using remote access tools and troubleshooting utilities.
* Strong analytical and problem-solving abilities for hardware and software issues.
* Understanding of basic networking concepts and connectivity troubleshooting.
* Ability to manage multiple support cases simultaneously.
* Clear and concise documentation and communication skills.
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Success Factors
The ideal candidate will demonstrate:
* Strong communication and customer service skills.
* Dependability and accountability in managing assigned tickets.
* Attention to detail and adherence to support procedures.
* Initiative to learn and improve support processes.
* Comfort working in a structured, high-volume support environment.