Bilingual Technical Support Analyst – French/English

Posted 2 hours ago

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About the role

  • Technical Support Analyst providing level 1/2 IT support for internal users. Working remotely while assisting with technical issues and user queries in a customer-centric role.

Responsibilities

  • You will be working in a second-line technical support role is responsible for providing first/second level technical support to internal users.
  • In this role you will respond to service requests, triage technical issues, and provide technical guidance to internal business customers, escalating more complex issues as required.
  • The incumbent must be very customer-centric, organized, and able to work independently.
  • The role will require scheduled after hours and weekend work on a recurring basis to implement changes and projects that can not be completed during core business hours.
  • Respond to user queries via phone, email, chat, or the IT service management solution in a timely and professional manner
  • Log and track all incidents and service requests in ServiceNow
  • Provide first and second-level diagnosis and resolution for hardware, software, network, and application issues
  • Escalate unresolved issues to other Dept Level 2/3 support teams according to escalation procedures
  • Assist with setting up and configuring desktops, laptops, mobile devices, and peripherals using Intune/Autopilot
  • Support user account management including password resets and access permissions
  • Follow up with users to ensure full resolution of issues
  • Document troubleshooting steps, solutions, and user feedback
  • Maintain knowledge base articles and contribute to continuous service improvement

Requirements

  • 3+ years of experience in an IT support/Helpdesk role with level 2 duties
  • Bilingual in English and French – Excellent oral and written communication skills in both languages.
  • Solid understanding of Windows operating systems, Windows 11
  • Strong understanding of Office 365, email clients, and common productivity tools
  • Excellent problem-solving and communication skills
  • Strong customer service orientation and interpersonal skills
  • Ability to work in a team environment and follow established processes
  • Post-secondary education in a technical field or equivalent
  • Relevant certifications (e.g., CompTIA A+, ITIL Foundation) would be considered an advantage
  • Experience with ServiceNow and remote support tools would be considered an advantage

Benefits

  • excellent bonus
  • benefits
  • pension plan

Job type

Full Time

Experience level

Mid levelSenior

Salary

CA$70,000 per year

Degree requirement

Bachelor's Degree

Tech skills

ITSMServiceNow

Location requirements

RemoteCanada

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