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Bilingual End User Service Desk Technician

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Date: Jun 10, 2021

Location: Toronto, ON, CA, M6K 3E8

Company: Softchoice

Why you’ll love Softchoice: 
We are a technology company that equips organizations to be agile and innovative, and for their people to be productive, creative and happier at work. That means moving them to the cloud, helping them build the workplace of tomorrow, and enabling them to make smarter decisions about their technology portfolio. By doing these things, we create success faster and in circumstances otherwise not possible. 
We stand proudly for our people and support their success through career development and advancement. We are recognized and respected for our culture of inclusion and belonging, continuously striving to do what’s good for our people and communities. 


The impact you will have: 


Softchoice is looking for a motivated, innovative, and career-oriented Bilingual End User Service Desk Technician to join our end-user support team. Our team members must be comfortable working with mid-sized and large organizations. We offer a competitive compensation including a wide range of benefits, opportunities for advancement, and regular team activities. Our office is an open concept, high-tech, and fast-paced environment. We are looking for applicants who take pride in the quality of their work and who share our commitment to client satisfaction and personal accountability.


What you’ll do:  


  • Providing front line end-user support to our Managed Services clients for both hardware and software issues via telephone, e-mail or web for remote assistance in a timely manner
  • Managing service tickets from inception to resolution; providing timely and accurate updates
  • Escalating incidents to appropriate third-party service provider or client contact when appropriate
  • Ensuring effective use of time management and organizational skills to balance workload and priorities
  • Following ticket management policies, procedures and best practices
  • Troubleshooting of application and desktop level technologies, with focus on Microsoft desktop OS and Office 365 products.
  • Delivering excellent customer service
  • Currently this role is remote based, but will eventually require travel to an office.  Therefore it's suitable for candidates who are comfortable working remotely but who can easily access one of our Softchoice offices


What you’ll bring to the table: 


  • 2+ years of relevant help desk experience, MSP experience is a strong asset
  • Post-secondary education
  • Availability to work rotating shifts covering 24/7 call center which includes weekend and holiday coverage
  • Expert problem solving skills
  • Excellent communication skills in both French and English
  • Ability to work independently and with teams to meet client Service Level expectations
  • Ability to work in a fast-paced, highly collaborative environment
  • Ability to interact professionally with a diverse group of client end-users, technical personnel, executives, managers, and subject matter experts.


Why people love working here: 


  • Softchoice has been recognized as a Best Workplace in Canada by the Great Place to Work Institute for 16 consecutive years. 
  • Softchoice has been certified as a Great Place to Work in the United States for several years. 
  • We offer meaningful work and opportunities for career growth. 
  • Our team members have 2 paid volunteer days per year to give back to a cause of their choice. 
  • We offer an opportunity to build a career in the technology industry. 
  • We have raised over $3 million through Softchoice Cares, our grassroots fundraising organization. 
  • You will have the opportunity to take an ownership position here at Softchoice.  

Inclusion & equal opportunity employment: 
We are an equal opportunity employer committed to diversity, inclusion & belonging. People seeking employment at Softchoice are considered without regard to any protected category including but not limited to, race, color, religion, national origin, age, sex, marital status, ancestry, disability, veteran status, gender identity or sexual orientation. 
Require an accommodation? We are ready to help: 
We are proud to provide interview and employment accommodation during the recruitment and hiring process. If you require any accommodation to apply or interview for a position, please reach out directly to asktalentacquisition@softchoice.com. We are committed to work with you to best meet your needs. 


Our commitment to your experience: 
We are committed to the safety of all candidates and team members. With that in mind, we have implemented virtual interviewing for everyone. We understand that you may need to interview with distractions around you (such as children or furry friends) and we will most likely be doing the same. 


Before you start with us, we will conduct a criminal record check, verify your education and check your references.: 


When you join Softchoice, we will onboard you remotely. Don’t worry. It’s quick, simple and you’ll be connected with your new team in no time.