Bilingual Technical Support Analyst – French/English

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15 hours ago

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SearchLabs

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HR Tech • Recruitment • B2B

SearchLabs is a recruitment firm that specializes in connecting talented individuals with great companies, focusing especially on the Design, Construction, and Information Technology sectors. Founded in 2010, SearchLabs employs a custom approach to hiring, emphasizing speed and precision to meet the specific needs of both clients and candidates. Their mission is to simplify the hiring process and enhance the experience for all parties involved, with a proven five-step recruitment process designed to align talent with organizational goals.

11 - 50 employees

👥 HR Tech

🎯 Recruiter

🤝 B2B

📋 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. • 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 the IT service management solution • 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 • 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 • Other related duties as assigned.

🎯 Requirements

• 3+ years of experience in an IT support or customer service role • Bilingual in English and French – Excellent oral and written communication skills in both languages. • Solid understanding of Windows operating systems • 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