L1/L2 IT Helpdesk

We are seeking a skilled and customer-focused L2 Helpdesk Support Specialist to join our team.

The ideal candidate will have a strong IT background, excellent troubleshooting skills, and the ability to communicate fluently in English at a near-native level.

You will be responsible for handling escalated technical issues and ensuring timely resolution while maintaining high service standards.

Fluent in English (spoken and written) – near-native proficiency is a must

• Proven experience in IT support or helpdesk (L2 level preferred)
• Strong experience working with ticketing systems (e.g., Zendesk)
• Solid knowledge of Microsoft Office and general IT systems
• Good understanding of troubleshooting methodologies
• Ability to work independently and manage workload efficiently
• Willingness to work according to Canadian time zone Key Responsibilities:
• Provide Level 2 technical support for end-users and clients
• Troubleshoot and resolve complex technical issues related to systems, applications, and networks
• Manage and respond to support tickets in a timely manner
• Escalate unresolved issues to higher support levels when necessary
• Maintain accurate documentation of issues, solutions, and processes
• Collaborate with internal teams to improve support processes and user experience
• Ensure adherence to SLAs and performance metrics Preferred Qualifications:
• Experience in international or global support environments
• Strong communication and problem-solving skills
• Customer-oriented mindset with attention to detail