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Canada
Remote only
This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Service Desk Consultant – Spanish based in Canada.
We are seeking a customer-focused, Spanish-English bilingual Service Desk Consultant to provide first-line technical support to users across a global client environment. In this role, you will be responsible for diagnosing IT issues, documenting service requests, and helping users resolve technical challenges efficiently and professionally. You will play an important role in delivering a positive end-user experience while ensuring incidents are handled according to established service management processes. Working with a diverse, collaborative support team, you will coordinate escalations and follow issues through to resolution. This opportunity is ideal for someone who combines technical troubleshooting skills with excellent communication and a strong commitment to customer satisfaction. The position is remote within Canada and offers a nine-month contract, with the possibility of extension or conversion to a permanent role.
Provide Tier I technical support for IT systems, communications tools, and related services, helping users resolve technical issues promptly and effectively.
Record customer issues and service requests accurately in the ticket management system, ensuring all relevant details and troubleshooting steps are documented.
Assess reported symptoms, determine incident urgency and priority, and resolve issues at first contact whenever possible.
Escalate incidents that require additional expertise to the appropriate Tier II support team and monitor them throughout their lifecycle.
Manage internal and external escalations professionally, keeping relevant stakeholders informed and ensuring appropriate follow-up.
Deliver high-quality customer service over the phone and through other support channels, adapting communication to different user needs.
Identify opportunities to improve support processes, service delivery, and the overall end-user experience.
Collaborate with colleagues and team leads to share knowledge, strengthen team performance, and maintain consistent support standards.
Remain responsive and professional during periods of high demand, changing priorities, and challenging customer interactions.
At least 2 years of experience in a technical support role providing Tier I assistance within a service desk or help desk environment.
Fluency in both Spanish and English, with excellent written and verbal communication skills in Spanish and the ability to communicate professionally in both languages.
Demonstrated troubleshooting skills and the ability to diagnose and resolve technical and procedural issues.
Strong customer service skills, including the ability to build rapport, listen actively, and provide a positive support experience over the phone and through other channels.
Excellent organizational skills, with the ability to document incidents accurately, assess urgency, and manage requests through the appropriate processes.
Ability to adapt to changing customer needs, manage competing priorities, and remain calm and professional in high-pressure situations.
Strong teamwork and interpersonal skills, with the ability to collaborate effectively with peers, technical specialists, and team leads.
Availability and willingness to work weekends as required.
Familiarity with ITIL incident management practices is an asset.
CompTIA A+ certification is considered an advantage.
Hourly pay: CAD $22–$24 per hour.
Contract duration: Initial nine-month contract, with the possibility of extension or conversion to a full-time permanent position.
Remote work: Opportunity to work remotely from within Canada.
Collaborative culture: Join a diverse team that values teamwork, knowledge sharing, and professional support.
Recognition programs: Opportunities to have contributions and achievements acknowledged.
Inclusive workplace: A commitment to diversity, equity, belonging, and an environment where people from different backgrounds and experiences can thrive.
Career development: Gain experience supporting international clients and strengthen your technical support and customer service skills.
