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 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