Intermediate Application Support Specialist

We are seeking dedicated Intermediate Application Support Specialists to provide tier-1 and tier-2 technical help desk support for enterprise digital systems, web applications, and software platforms. In this role, you will act as the primary point of contact for end-users, handling phone and email inquiries, tracking tickets, and troubleshooting technical issues. Working closely with specialized technical teams and non-technical end-users, you will ensure high-quality customer service, maintain accurate query databases, facilitate issue escalations, and translate technical concepts into simple, actionable guidance.

Location: Toronto, ON (Fully Onsite – 5 days/week required)

Duration: 8-month contract.



Advantages
Multiple Openings: Immediate opportunities for both bilingual (English/French) and non-bilingual application support professionals.

End-to-End User Impact: Direct hands-on role in troubleshooting digital platforms and improving customer satisfaction.

Skill Expansion: Broaden technical expertise across IVR software, ticketing platforms, and web application environments.

Dedicated Onsite Collaboration: Work alongside a supportive team in a structured, 5-day onsite workspace.



Responsibilities
Help Desk & User Support: Provide frontline technical support via phone and written correspondence to assist end-users in resolving IT, website, and digital application issues.

Call & Ticket Tracking: Utilize Interactive Voice Response (IVR) software and ticketing systems to accurately log, track, prioritize, and manage end-user inquiries and resolution databases.

Technical Troubleshooting & Escalation: Diagnose application defects, troubleshoot user issues, report complex technical bugs to backend development teams, and communicate findings back to non-technical users.

User Training & Documentation: Author and maintain technical documentation, standard operating procedures, user guides, and training materials to support end-user adoption.

Referrals & Routing: Refer users to alternate support channels, technical partners, or specialized program areas when inquiries fall outside frontline scope.

Reporting & Maintenance: Support system maintenance schedules, run reports across support metrics, and contribute to regular service quality reviews.



Qualifications
Help Desk & Application Support: Demonstrated experience in a help desk role supporting end-users in resolving IT, digital system, or website-related issues via phone and email (Strictly Required).

IVR & Inquiry Tracking Tools: Hands-on experience working with Interactive Voice Response (IVR) software and digital ticketing tools to track and log incoming inquiries (Strictly Required).

Technical Liaison Skills: Proven ability to troubleshoot IT issues, collaborate with technical engineering teams to resolve complex bugs, and translate technical findings to non-technical users (Strictly Required).

Communication Skills: Advanced verbal and written communication skills (Fluency in both English and French is strictly required for Bilingual roles; English proficiency for Non-Bilingual roles) (Strictly Required).

Problem-Solving & De-escalation: Exceptional analytical skills, patience, active listening capabilities, and the ability to remain calm and professional in high-pressure situations (Strictly Required).

Nice-to-Have Assets:
Prior experience and understanding of public sector operations and public service delivery frameworks.



Summary
If you're interested in the "Intermediate Application Support Specialist" role based in Toronto, we encourage you to apply online at www.randstad.ca.
Only qualified candidates will be contacted for the next steps. We look forward to hearing from you!

Randstad Canada is committed to fostering a workforce reflective of all peoples of Canada. As a result, we are committed to developing and implementing strategies to increase the equity, diversity and inclusion within the workplace by examining our internal policies, practices, and systems throughout the entire lifecycle of our workforce, including its recruitment, retention and advancement for all employees. In addition to our deep commitment to respecting human rights, we are dedicated to positive actions to affect change to ensure everyone has full participation in the workforce free from any barriers, systemic or otherwise, especially equity-seeking groups who are usually underrepresented in Canada's workforce, including those who identify as women or non-binary/gender non-conforming; Indigenous or Aboriginal Peoples; persons with disabilities (visible or invisible) and; members of visible minorities, racialized groups and the LGBTQ2+ community.

Randstad Canada is committed to creating and maintaining an inclusive and accessible workplace for all its candidates and employees by supporting their accessibility and accommodation needs throughout the employment lifecycle. We ask that all job applications please identify any accommodation requirements by sending an email to accessibility@randstad.ca to ensure their ability to fully participate in the interview process.