Bilingual L2 IT Helpdesk Agent – English and French –Banking – Canada

Are you passionate about technology and customer service? Are you ready to take your IT skills to the next level with a global company? Join us at Fusion CX Canada as a bilingual L2 IT Support agent catering to French and English-speaking customers, resolving their technical issues, and creating memorable experiences. At Fusion CX, we are seeking a bilingual L2 IT Helpdesk Agent who thrives on solving challenges and delivering exceptional technical support. Whether it’s troubleshooting devices, managing cloud applications, or providing white-glove service, this role allows you to empower businesses while honing your IT expertise in a dynamic, client-focused environment. If you are looking for an exciting opportunity in the world of tech support and thrive in a fast-paced environment, this role is for you. Apply now!

Job description – Bilingual L2 IT Helpdesk Agent

We are looking for a highly skilled and customer-focused bilingual L2 IT helpdesk agent in Canada to deliver top-tier, white-glove technical support to our clients. In this role, you will remotely diagnose and resolve a variety of technical issues involving hardware, software, and cloud-based applications. Your keen attention to detail and problem-solving abilities will ensure our clients receive swift, efficient, and effective solutions, eliminating the need for in-house IT support. The ideal candidate will possess exceptional communication skills, a strong technical background, and a passion for providing personalized, high-quality customer service that exceeds expectations.

• Provide remote technical support to clients, addressing their IT and SaaS needs.
• Diagnose and repair technical issues related to laptops, mobile devices, tablets, networking devices, and point-of-sale hardware.
• Install and repair Microsoft and Google Workspace tools and possess excellent knowledge of Tier 2 Admin tasks.
• Assist clients in troubleshooting and resolving problems with cloud-based applications.
• Collaborate with Cloud Specialists to offer support for various business applications sold in a Cloud Marketplace.
• Serve as the primary point of contact for customers, offering guidance and resolving issues related to licensed software installation and common troubleshooting requests.
• Perform malware removal, including scanning and removing viruses, spyware, and other malicious programs from client devices.
• Install and update anti-virus, anti-spyware, pop-up blocker, and firewall software on client devices.
• Stay updated with the latest technology trends and software updates to provide the most relevant and effective support.

Scope of Support:

Provide remote assistance for desktop computers, laptops, tablets, mobile devices, networking devices, cloud-based point-of-sale hardware, and other peripherals. Conduct problem diagnosis and repair, as well as providing advice for hardware and software issues.

Assist clients in the installation, setup, and troubleshooting of various cloud-based applications. Address general troubleshooting, configuration, and account creation for supported applications.

Conduct complete scans of client devices to detect and remove viruses, spyware, and other malicious programs. Install and update security software to enhance device protection.

Job Requirements

• Proven experience as an IT Helpdesk Agent or in a similar technical support role. 2-3 years of entry-level L1 Tech Support experience.
• Excellent communication skills in French and English, both verbal and written.
• Strong knowledge of hardware, software, and cloud-based applications.
• Familiarity with troubleshooting devices such as laptops, mobile devices, tablets, and networking hardware.
• Proficiency in diagnosing and resolving technical issues related to various operating systems.
• Possess Microsoft Azure and Google Workspace Admin experience.
• MS certification is a plus.

• Customer-oriented mindset with a passion for delivering exceptional service.
• Ability to work independently and collaboratively in a fast-paced environment.
• Strong problem-solving and critical-thinking skills.
• Flexibility to work in a 24/7 support environment, including overnight/weekends.
• A high-touch and detail-oriented individual with a meticulous approach to customer service delivery.

Why Join Fusion CX

Step into a career with Fusion CX, where your skills and passion for technology are valued and nurtured. Our IT helpdesk jobs in Canada provide a platform to solve complex technical challenges while delivering exceptional customer service. Join us as a bilingual L2 IT helpdesk agent in Fusion CX Canada and be part of a forward-thinking organization that transforms customer experiences and supports you in achieving your career aspirations.