Ever wondered what it takes to keep an entire company running smoothly behind the scenes? As an IT Helpdesk Specialist at Coveo, you’ll be the first point of contact for employees seeking technical support, making sure their day keeps moving, no matter the issue.
From solving access challenges to troubleshooting devices, your role is essential to maintaining a seamless, people-first support experience. You’ll collaborate across the organization while building strong technical foundations and a deep understanding of how IT drives productivity.
As our IT Helpdesk Specialist, you will:- Act as the first line of support for internal technical issues, including account setup, password resets, device troubleshooting, and application support.
- Triage, track, and resolve requests through our IT service management system, ensuring timely and clear communication.
- Escalate complex issues to higher support levels while keeping users informed and confident throughout the process.
- Support onboarding and offboarding by preparing hardware and ensuring access is ready on time.
- Document recurring issues and solutions to improve internal knowledge bases and self-service resources.
- At least 2 years of experience in a technical helpdesk or a similar environment.
- Foundational knowledge of Windows and macOS operating system and hardware, and common workplace tools such as Microsoft 365, Slack, and Zoom.
- Strong communication and customer service skills, with the ability to explain technical concepts clearly.
- A proactive mindset with curiosity and a drive to solve problems.
- Experience with IT ticketing systems such as Jira Service Management or ServiceNow.
- Familiarity with identity and access management and device management tools (e.g., Entra ID, OKTA, Google Workspace, Jamf, Microsoft Intune).
- Understanding of networking fundamentals (VPN, DNS, Wi-Fi).
- Comfortable using command line tools to troubleshoot and investigate technical issues.
Do you think you can bring this role to life? Send us your application, we want to hear from 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.
This job description was written by humans, assisted by AI. We may leverage technology in our hiring process to help us see the person behind the resume.
Coveo is committed to providing accessible employment practices. If you require accommodation due to a disability at any point during the recruitment process, please contact [email protected] to discuss your needs.
Skills Required
- At least 2 years of experience in a technical helpdesk or a similar environment
- Foundational knowledge of Windows and macOS operating systems and hardware
- Strong communication and customer service skills
Coveo Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about Coveo and has not been reviewed or approved by Coveo.
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Healthcare Strength — Health coverage and wellness programs include 24/7 telemedicine, mental health support, and on‑site fitness amenities where available. External recognitions underscore a holistic approach to employee wellbeing.
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Wellbeing & Lifestyle Benefits — On‑site gyms, group fitness classes, healthy snacks, ergonomic/home‑office support, volunteer days, and donation matching are emphasized. Hybrid work and flexibility further support day‑to‑day wellbeing.
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Parental & Family Support — Maternity and parental leave top‑ups, the option to extend leave, and on‑site daycare in Quebec City support families. Policies are positioned to ease return‑to‑work and provide practical support for caregivers.
Coveo Insights
What We Do
Coveo powers the digital experiences of the world’s most innovative brands serving millions of people and billions of interactions across every digital experience. After a decade of enriching our market-leading platform with forward-thinking global enterprises, we know what it takes to gain a trusted AI-experience advantage. We strongly believe that the future is business-to-person, that experience is today’s competitive front line, a make or break for every business. For enterprises to achieve this AI-experience advantage at scale, it is imperative to have an Enterprise Spinal and composable ability to deliver AI semantic search and generative experiences at each customer and employee interaction.
