Bilingual Technical Support Analyst

2 days ago

Mississauga, Ontario, Canada SearchLabs Full time

Role: Technical Bilingual (French/English) Support Analyst – Level 1/2Type: ContractLocation: Mississauga      Environment: Remote or Hybrid Role Description:You will be working in a second -linetechnical support role is responsible for providing first/second level technicalsupport to internal users. In this role you will respond to service requests,triage technical issues, and provide technical guidance to internal businesscustomers, 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 hoursand weekend work on a recurring basis to implement changes and projects thatcan not be completed during core business hours.Roles and Responsibilities:·    Respond to English and French user queries via phone, email, chat, or the ITservice 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 forhardware, software, network, and application issues·     Escalate unresolved issues to other Dept Level 2/3 support teamsaccording to escalation procedures·     Assist with setting up and configuring desktops, laptops, mobiledevices, and peripherals using Intune/Autopilot·     Support user account management including password resets andaccess 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 continuousservice improvement      Requirements ​3+ years of experience in an IT support/Helpdesk role with level 2 dutiesBilingual in English and French – Excellent oral and written communication skills in both languages.Solid understanding of Windows operating systems, Windows 11Strong understanding of Office 365, email clients, and common productivity toolsExcellent problem -solving and communication skillsStrong customer service orientation and interpersonal skillsAbility to work in a team environment and follow established processesPost -secondary education in a technical field or equivalentRelevant certifications (e.g., CompTIA A+, ITIL Foundation) would be considered an advantageExperience with ServiceNow and remote support tools would be considered an advantage

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