Role:
Technical
Bilingual (French/English)
Support Analyst – Level 1/2

Type:
Full-time

Location
: Mississauga

Environment: Remote

Role Description:

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.

Roles and Responsibilities:

·
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

#LI-JB1

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