216 Help Desk Agent jobs in Canada

Job Description

Job Type: Full Time
Hours: Vary
Salary: $22.85 CAD DOE

About AnswerNet
AnswerNet is the brand name for the AnswerNet family of companies including AnswerNet, Inc., New AnswerNet Inc., Cerida Investment Corp., TPV.com, and Ansercomm to name a few. Together with our affiliates, AnswerNet operates more than 20 contact centers within the continental United States and Canada. We provide a vast range of services to optimize telephone answering services, appointment setting and confirmation, customer support, third-party verification, sales, lead qualification, market research, and a host of other contact management solutions. In all, AnswerNet has more than 10,000 satisfied clients and we process over 125 million interactions per year.

Summary of Position:
Customer-focused L1/L2 Helpdesk Technician responsible for providing first and second-level technical support to end-users for issues related to hardware, software, and network systems. This position will involve researching, diagnosing, troubleshooting, finding solutions, and taking ownership of customer-reported issues to ensure they are resolved. When necessary, unresolved issues should be escalated to the appropriate internal teams following standard procedures. The ideal candidate will possess excellent communication skills, a strong technical background, and the ability to efficiently troubleshoot and resolve issues.
ESSENTIAL DUTIES AND RESPONSIBILITIES
• Inbound and Outbound Calls
• Serve as the first point of contact for end-users seeking technical assistance via phone, email, or helpdesk tickets.
• Root cause analysis probing
• Providing immediate solutions to common user issues.
• Ticket Routing
• Document accurate records of all support requests, resolutions, and follow-ups.
• Knowledge Base Utilization
• Responsible for the ongoing maintenance of AnswerNet’s desktop environment.
• Creates and maintains user e-mail accounts.
• Virtual Machine and or Remote Desktop support
• Oversee monitoring network systems, including network outages.
• Ensuring service level agreements are met.
• Managing user accounts and their associated attributes, such as name, email address, password, security groups, and multifactor authentication in Azure AD, or through Microsoft Active Directory on Windows Server 2016, 2019.
• Install, configure, and troubleshoot hardware, software, systems, networks, printers, and scanners.
Required Qualifications:
• Ability to work from home (this is a remote position)
• Prior Technical Support or Help Desk experience
• High School Diploma or equivalent
• Phone Etiquette
• History of Customer Service
• Excellent verbal, writing, grammar, and communication skills
• Critical Thinking and Problem-Solving skills
• Attention to Detail
• Familiarity with Help Desk Applications (Ex. Zendesk, FreshService)
• Familiarity with VOIP or Telephony services
• Ability to provide step-by-step technical help, both written and verbal
• Relevant certifications (e.g., CompTIA A+, Network+, Microsoft Certified IT Professional) are a plus
WAH Requirements:
• PC/Laptop with at least Windows 10 (Apple/Mac products, Chromebooks, and tablets are not compatible)
• Hard-wired high-speed internet connection (ethernet cable)
• USB-connected Headset
• Webcam
• A quiet dedicated place to work free from distractions including pets and children.

Job Description

Job Type: Full Time
Hours: Vary
Salary: $22.85 CAD DOE

About AnswerNet
AnswerNet is the brand name for the AnswerNet family of companies including AnswerNet, Inc., New AnswerNet Inc., Cerida Investment Corp., TPV.com, and Ansercomm to name a few. Together with our affiliates, AnswerNet operates more than 20 contact centers within the continental United States and Canada. We provide a vast range of services to optimize telephone answering services, appointment setting and confirmation, customer support, third-party verification, sales, lead qualification, market research, and a host of other contact management solutions. In all, AnswerNet has more than 10,000 satisfied clients and we process over 125 million interactions per year.

Summary of Position:
Customer-focused L1/L2 Helpdesk Technician responsible for providing first and second-level technical support to end-users for issues related to hardware, software, and network systems. This position will involve researching, diagnosing, troubleshooting, finding solutions, and taking ownership of customer-reported issues to ensure they are resolved. When necessary, unresolved issues should be escalated to the appropriate internal teams following standard procedures. The ideal candidate will possess excellent communication skills, a strong technical background, and the ability to efficiently troubleshoot and resolve issues.
ESSENTIAL DUTIES AND RESPONSIBILITIES
• Inbound and Outbound Calls
• Serve as the first point of contact for end-users seeking technical assistance via phone, email, or helpdesk tickets.
• Root cause analysis probing
• Providing immediate solutions to common user issues.
• Ticket Routing
• Document accurate records of all support requests, resolutions, and follow-ups.
• Knowledge Base Utilization
• Responsible for the ongoing maintenance of AnswerNet’s desktop environment.
• Creates and maintains user e-mail accounts.
• Virtual Machine and or Remote Desktop support
• Oversee monitoring network systems, including network outages.
• Ensuring service level agreements are met.
• Managing user accounts and their associated attributes, such as name, email address, password, security groups, and multifactor authentication in Azure AD, or through Microsoft Active Directory on Windows Server 2016, 2019.
• Install, configure, and troubleshoot hardware, software, systems, networks, printers, and scanners.
Required Qualifications:
• Ability to work from home (this is a remote position)
• Prior Technical Support or Help Desk experience
• High School Diploma or equivalent
• Phone Etiquette
• History of Customer Service
• Excellent verbal, writing, grammar, and communication skills
• Critical Thinking and Problem-Solving skills
• Attention to Detail
• Familiarity with Help Desk Applications (Ex. Zendesk, FreshService)
• Familiarity with VOIP or Telephony services
• Ability to provide step-by-step technical help, both written and verbal
• Relevant certifications (e.g., CompTIA A+, Network+, Microsoft Certified IT Professional) are a plus
WAH Requirements:
• PC/Laptop with at least Windows 10 (Apple/Mac products, Chromebooks, and tablets are not compatible)
• Hard-wired high-speed internet connection (ethernet cable)
• USB-connected Headset
• Webcam
• A quiet dedicated place to work free from distractions including pets and children.

Job Description

Overview

Flexjet is currently seeking a dedicated and committed Service Desk Analyst who will be responsible for providing first level support of service requests. The ideal candidate is customer motivated and will work to understand the needs of our users. Our staff works in a team environment and is supported by a full-service network infrastructure group as well as a team of in-house developers.

*Please note, the shift requirement of this position is Monday-Friday 6:30am-3:30pm EST.

Responsibilities

• Handle service requests that come in via our help desk system (Zendesk), phone or email

• Monitor end-user reported problems to identify potential areas requiring further intervention and communicate to appropriate personnel using Flexjet's incident management and request fulfillment processes.

• Document issues found and troubleshooting practices.

• Setup, maintenance and repair of PC-based computer hardware, printers, network wiring and basic process troubleshooting relating to operating systems, in-house and third-party applications, networks, and telecommunications.

• Participate in weekly on-call support rotation currently every 10-12 weeks.

• Candidates must be able to perform *break*fix* and MUST be able to define the term.

• Review and update technical support documentation to ensure information is complete and accurate.

• Collaborate with third-party vendors to resolve software/hardware problems and disputes.

• Some light travel to our other Florida office locations will be required every few months as needed.

Education & Experience:

• Bachelor’s degree in business or computer Science preferred.

• 3-5yrs of experience with hardware support

• Strong knowledge of Microsoft Client operating systems up to Windows 10 is required.

• Has or can achieve Microsoft Certification within 1 year of hire

Required Skills & Qualifications:

• Exceptional attention to detail

• Strong time management and prioritization skills

• Ability to work autonomously.

• Working knowledge of network wiring standards and protocols

• Critical thinking and problem-solving skills

• Can troubleshoot, diagnose, and repair computer hardware, telecommunications, and peripheral equipment: for example, PCs/laptops, printers, desk and mobile devices with minimal direction.

• Ability to work under pressure and prioritize to complete tasks in a timely manner.

• Exhibits well-developed interpersonal skills that promote and foster a team culture.

• Possesses excellent organizational skills and communication skills, both written and verbal to establish and maintain effective working relationships.

• Proficient interpersonal skills

• Training skills necessary to educate employees on the use of hardware, software and processes.

• Routine system administration activities, for example, resetting passwords, printer set-ups, user accounts and accessibility.

Desired Skills:

• SCCM knowledge is a plus.

• ITIL knowledge is a plus

• Office 365 Administration

• Microsoft Azure knowledge is a plus.

• Microsoft Intune knowledge is a plus.

Job Description

Salary:

Helpdesk Agent:

Job Title: Level 1 IT Service Helpdesk Agent (Experienced)
Department: IT Support Services
Location: Ottawa, Ontario
Position Type: Full-Time

Overview:

We are seeking a reliable and technically adept Level 1 IT Service Helpdesk Agent with proven hands-on experience to join our growing IT support team. While this is a Level 1 role, we're looking for someone who brings practical expertise, strong troubleshooting skills, and a commitment to delivering outstanding customer service. Youll be the first point of contact for technical support requests, responsible for resolving or escalating issues related to hardware, software, networking, and user access.

Key Responsibilities:

• Serve as the first point of contact for end-users seeking technical assistance via phone, email, or ticketing system.
• Troubleshoot and resolve common issues related to desktops, laptops, mobile devices, printers, VoIP systems, and peripherals.
• Provide Level 1 support for Microsoft 365 (Outlook, Teams, OneDrive, SharePoint), Windows OS, and basic network connectivity.
• Escalate complex or unresolved issues to Level 2 or Level 3 teams following established escalation protocols.
• Document all incidents, service requests, and resolutions in the ITSM/ticketing system accurately and timely.
• Perform user account management tasks, including password resets, access control, and account provisioning.
• Support onboarding and offboarding processes by setting up workstations and configuring standard software.
• Educate users on basic IT security practices, software usage, and self-help resources.
• Assist with hardware deployment, inventory tracking, and basic preventative maintenance tasks.

Required Skills & Experience:

• 23 years of experience in a similar IT helpdesk or technical support role.
• Strong troubleshooting skills with the ability to diagnose and resolve Level 1 technical issues.
• Hands-on experience with Windows 10/11, Microsoft 365, and common desktop applications.
• Familiarity with Active Directory, ticketing systems (e.g., SyncroMSP or similar), and remote support tools.
• Basic understanding of network concepts (IP addressing, DNS, DHCP, VPN).
• Excellent written and verbal communication skills, with a customer-first attitude.
• Strong organizational skills and attention to detail.

Preferred Qualifications (Assets):

• CompTIA A+, Microsoft 365 Fundamentals, or equivalent certification.
• Experience working in a Managed Service Provider (MSP) environment.
• Exposure to ITIL-based service delivery practices.
• Familiarity with macOS or Linux systems.

What We Offer:

• A supportive and collaborative team culture
• Continuous learning and professional development opportunities
• Competitive salary and benefits package
• Opportunities to grow within the IT support and infrastructure team

Apply Now if you have a passion for technology, a problem-solving mindset, and want to be part of a dynamic IT support environment.

Languages:

English (Fluent)

French (Preferred)

Job Description

Job Title: Service Desk Representative
Location: Remote
Job Type: Part-Time / Full-timeSummary:The Service Desk Representative provides front-line support for technical issues, ensuring swift resolution and excellent customer service. The role involves troubleshooting hardware, software, and network-related problems, maintaining ticketing systems, and escalating complex issues when necessary. This position requires strong technical expertise, communication skills, and a proactive approach to problem-solving.Scope of workTechnical support of equipment, systems and applications, such as:

• Microsoft desktop and server operating systems;
• Desktop applications; email and browsers; printers, fax, VPN clients;
• Site communication and connectivity equipment such as routers;

• Serving as the first point of contact for users seeking technical assistance over the phone or email
• Performing troubleshooting through diagnostic techniques and pertinent questions, paying particular attention to customer satisfaction.
• Fulfill service requests for assets and services (part replacements, on-site repairs).
• Use prescribed SOPs, scripts and tools to troubleshoot and resolve hardware, software, applications and services problems.
• Dispatch Field Technicians and follow up on field and site-related issues.
• Document and update all interactions in a state-of-the-art ITSM
• Escalate incidents and problems to Level 2 teams (and vendors) if/as required.

• 2-4 years of experience in technical support or IT service desk roles.
• Hands-on experience with troubleshooting Windows/MacOS, MS Office Suite, and networking issues.

• Knowledge of Active Directory, VPNs, remote desktop tools, and ticketing systems (e.g., ServiceNow, Jira).
• Basic understanding of ITIL practices is preferred.
• Use of ITSMs (ticketing systems like ServiceNow or Remedy)

• Excellent communication and interpersonal skills.
• Strong analytical and problem-solving abilities.
• Ability to work independently and as part of a team.
• Fluent in English with native-level proficiency

• Must be willing to work in variable, rotating shifts including evenings, weekends, and public holidays.
• CPIC clearance and strict adherence to PCI standards
• Physical ability to lift and carry equipment weighing up to 20kg.

• First Call Resolution Rate.
• Average Time to Resolve Tickets.
• Customer Satisfaction Scores (CSAT).
• SLA Compliance Rates.

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