Bilingual Technical Support Representative

2 weeks ago

Montreal, Quebec, Canada Bilingual Source Full time

Bilingual Technical Support Representative, Tier 2 (Telecommunications)

Introduction

Are you looking for a stable and supportive environment where your technical expertise is valued? Our client is seeking a Bilingual Technical Support Representative, Tier 2, to join their dedicated support team. This role involves advanced technical troubleshooting for commercial customers and offers the opportunity to be part of a collaborative, well-structured workplace. Fluency in both French and English is required.

What You'll Do

You will be the key escalation point for complex technical issues affecting commercial network services. You'll work across departments to ensure timely and effective resolution, supporting both internal teams and customers directly.

Responsibilities


• Provide technical support for services such as DWDM, Dark Fibre, Private Lines, Internet, Metro Wave, DDoS mitigation, and VoIP


• Troubleshoot customer-facing network infrastructure, including Cisco IOS/XR/XE, Junos, and GPON technologies


• Assist with LAN and Wi-Fi configuration issues during remote support


• Identify usage patterns and trends that may indicate network events


• Escalate unresolved issues to appropriate internal teams


• Support Tier 1 representatives and collaborate with cross-functional teams


• Stay informed on industry developments that impact network performance


• Participate in
24/7 rotating shift coverage as required


• Address front-line support issues for new services and perform other tasks as assigned

Qualifications


• Strong knowledge of the OSI model and application network communication


• Understanding of routed protocols like TCP/IP (v4 and v6), CIDR, and Layer 2 switching


• Familiarity with GPON and DNS/RDNS is an asset


• Basic understanding of hosted voice service delivery


• Proficiency in DHCP, static IP allocation, and subnetting


• Bilingual fluency in French and English, both spoken and written

Benefits


• Competitive base salary with performance-related bonuses


• Permanent, full-time position offering long-term stability


• Comprehensive group insurance covering medical, dental, and vision care


• Health and lifestyle spending accounts for personal wellness


• Generous parental leave top-up program

Why Work with Us

Join a reliable, 100 percent Canadian team that values structure, consistency, and long-term support. Our client fosters a respectful and inclusive environment where you can count on strong leadership, a dependable schedule, and clear communication. If you're seeking a secure position with meaningful day-to-day impact, this is an excellent fit.

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