SearchLabs

Bilingual Technical Support Analyst – French/English

SearchLabs

contract

Posted on:

Location Type: Hybrid

Location: Mississauga • 🇨🇦 Canada

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Job Level

Mid-LevelSenior

Tech Stack

ITSMServiceNow

About the role

  • Respond to English and French 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
  • Competitive compensation package including base, bonus, benefits and pension plan

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard skills
IT supportHelpdeskfirst-level diagnosissecond-level diagnosishardware troubleshootingsoftware troubleshootingnetwork troubleshootingapplication troubleshootingWindows operating systemsOffice 365
Soft skills
bilingualoral communicationwritten communicationproblem-solvingcustomer service orientationinterpersonal skillsteamworkprocess adherenceprofessionalismfollow-up
Certifications
CompTIA A+ITIL Foundation