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IT Helpdesk - Level 1
- Quebec City (Province of Quebec, Canada)
- Spontaneous Applications
- Full-time
- Hybrid
Your opportunity to power a smooth, proactive, and people-first tech support experience.
As a Level 1 IT Helpdesk Specialist at Coveo, you’ll be the first point of contact for employees seeking technical assistance. Whether you’re solving access issues, troubleshooting hardware, or guiding someone through a software hiccup, your work keeps our teams running at full speed.
But this role goes beyond solving tickets—it’s about creating a positive, reliable, and empowering support experience across the entire organization. You'll work closely with teams from every corner of Coveo and develop both technical skills and a deep understanding of how modern IT operations fuel productivity.
What makes this opportunity exciting?
Because Helpdesk Specialists work closely with every part of the organization—from new hires onboarding to developers rolling out new tools—they gain a unique bird’s-eye view of how Coveo operates. You’ll grow your technical knowledge while directly improving how people work every day. It’s a role that blends problem-solving with people skills and sets the foundation for an impactful career in IT.
Here is a glimpse at your responsibilities:
- Act as the first line of support for internal technical issues, including user account setup, password resets, device troubleshooting, and basic application support.
- Triage, track, and resolve support tickets using our IT service management (ITSM) system—ensuring timely and professional communication.
- Escalate more complex issues to Level 2/3/4 support while keeping users informed and reassured throughout the process.
- Support onboarding and offboarding processes ensuring timely delivery of hardware and login details
- Document recurring issues, fixes, and support processes to continuously improve internal IT documentation and self-service resources.
Here is what will qualify you for the role:
- A foundational understanding of Windows, macOS, and common enterprise applications (like Microsoft 365, Slack, Zoom).
- Strong communication and customer service skills—you’re calm under pressure and good at translating technical terms into plain language.
- A curiosity for technology and a problem-solving mindset.
Here is what would make you stand out:
- Experience with IT ticketing systems like Jira Service Management or ServiceNow.
- Exposure to account management tools like Azure AD or Google Workspace.
- Familiarity with basic networking concepts (VPN, DNS, Wi-Fi) and hardware troubleshooting.
- Knowledge of Jamf or Intune device management systems.
- A passion for growth—whether you’re self-taught or just getting started, we value enthusiasm and potential.
Do you think you can bring this role to life?
You don’t need to check every single box; passion goes a long way and we appreciate that skillsets are transferable.
Send us your application, we want to get to know you!
Join the Coveolife!
We encourage all qualified candidates to apply regardless of, for example, age, gender, disability, gaps in CV, national or ethnic background. We know that applying for a new role is a lot of work and we really appreciate your time.
#li-hybrid
Absolutely! This is a question women and under-represented groups ask themselves more often than the rest of the population. Don't underestimate yourself, we are not looking for someone perfect but for someone who is motivated, capable and who will thrive in this position. Allow us to discover you!
Coveo is a Quebec-based company, pioneer in AI-powered search and recommendations. Coveo uses AI technologies and intelligent search to personalize every digital experience for customers, partners, dealers, and employees. Coveo combines unified content, unified interactions behavioral data and machine learning to deliver relevant information and recommendations across every business interaction, making websites, e-commerce, contact centers and intranets efficient, effortless, content-rich, thus boosting conversion.
If it were easy, someone else would have done it. All of our colleagues at Coveo find the drive to continuously seek new challenges and test roads no one else has ever explored. This ethos has allowed us to become a world leader in an innovative industry and to create a collaborative, diverse and trusting place to work filled with amazingly talented and passionate people. We love a good challenge, and we never say no to an opportunity to learn and develop new cutting-edge skills. Discover our values here
In-person
This role requires you to be in the office full-time, whether it be at our Quebec, Montreal, Weert, or London locations. Our modern infrastructures are designed to enhance cross-team collaboration and promote overall well-being.
Hybrid
Our offices in Quebec City, Montreal, London and Weert are designed to foster collaboration and your well-being. We gather there on our pillar days two times a week to strengthen in-person interactions and encourage creativity, all while providing you with the flexibility of a hybrid environment.
Remote
We hire from all over the world because the diversity of backgrounds fuels our continuous innovation. Our benefits will enable you to work comfortably from home, but you may be required to travel to attend our in-person team-building events.
