Bilingual Customer Support Analyst providing support to Guelph Call Centre clients and employees. Assisting with inquiries, troubleshooting problems, and resolving escalated customer complaints.
#R
Bilingual IT Help Desk Support Technician – Night Shift
Posted last week
About the role
- Bilingual IT Help Desk Support Technician offering remote support during overnight shifts. Providing assistance with hardware, software, and connectivity issues while maintaining documentation and escalating problems as necessary.
Responsibilities
- Monitor overnight alerts and perform initial triage on client systems and infrastructure
- Respond to and resolve support tickets, emails, and limited inbound calls overnight
- Support desktops, laptops, printers, mobile devices, and VPN issues
- Troubleshoot connectivity, workstation, VPN, and user account issues
- Use remote support tools to resolve user and system issues
- Create users, reset passwords, map network drives and complete assigned tasks
- Escalate urgent issues or hand them off to the right team
- Document troubleshooting steps, updates, resolutions, and handoffs
- Follow checklists and escalation procedures
- Communicate clearly with users, internal teams, and day shift
- Contribute to internal documentation and knowledge base
Requirements
- Training in Computer Science, IT Support or related field required
- 2+ years of help desk or IT support experience required
- Microsoft O365 and Active Directory administration experience required
- Knowledge of networking concepts (including VPNs and email protocols) required
- Proficiency with ticketing systems required
- Bilingual fluency in English and French (written & spoken) required
- Must be willing/able to work overnight hours, Tuesday-Friday, 12:00 am-8:00 am Eastern Time
Benefits
- Medical Insurance (60% paid for by company after 4 mos.)
- Vacation
- Paid Sick Days
- Certification Reimbursement
- Online Training Courses Available
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