Bilingual IT Support Engineer

Job summary

Monitor and resolve day-to-day IT incidents, triage issues, and coordinate with client users, subject matter experts, suppliers, and cross-functional teams. Follow service management processes, maintain SLA and delivery quality, and communicate progress and operational updates to stakeholders.

Job details

Bilingual IT Support Engineer Mirabel, QC- 5 Days Onsite Experience: 3–6 years Must Have Technical Skills: • Interaction with team members for knowledge sharing, knowledge transition, and issue resolution. • Stakeholder management, sharing regular updates, and assisting in preparing operational reports. • Triaging of issues and coordination with cross-functional teams for timely resolution. • Follow service management processes (e.g. Incident, Change, Capacity, Problem, etc.). • Maintaining agreed SLA levels and assuring quality of delivery at all times. • Adhere to shift rotation plan and operating model. • Interaction with SMEs on functional issues. • Coordinate communications between suppliers and business stakeholders for their particular area. • Track and report progress to stakeholders. • Working experience in ServiceNow and knowledge of Incident, Problem, Change, SLM, and Knowledge Management processes. • Shift timings: Monday to Friday, morning 7:00 am–7:00 pm (8-hour job, ROTA will be available). • On-call support beyond office hours (rarely needed). • Extended shift timings and weekend working based on customer requirements. • Working with a manufacturing customer will be an added advantage. • Fluent in French language. Roles and Responsibilities: • Day-to-day incident monitoring and resolution (ServiceNow preferred). • Interaction with client (IT & Business users) on functional issues. • Triaging of issues and coordination with cross-functional teams for timely resolution. • Follow service management processes (e.g. Incident, Change, Capacity, Problem, etc.). • Maintaining agreed SLA levels and assuring quality of delivery at all times. • Adhere to shift rotation plan and operating model. • Interaction with SMEs on functional issues. • Coordinate communications between suppliers, OEM, and other IT stakeholders for their particular area. • Track and report progress to stakeholders. • Willing to work in shifts (between 7am to 7pm), this is mandatory. • Flexible. • Excellent communication skills. • Continuous learning attitude. • Team worker. • Meticulous.

What you’ll do

Monitor and resolve day-to-day IT incidents, triage issues, and coordinate with client users, subject matter experts, suppliers, and cross-functional teams. Follow service management processes, maintain SLA and delivery quality, and communicate progress and operational updates to stakeholders.

Requirements

Requires 3–6 years of experience, fluency in French, and working knowledge of ServiceNow and Incident, Problem, Change, Service Level, and Knowledge Management processes. Candidates must be willing to work onsite in shifts between 7 a.m. and 7 p.m., with occasional on-call, extended-shift, or weekend work as needed.

Listed skills

• Change Management · Preferred
• Incident Management · Preferred
• Communication · Preferred
• SLA Management · Preferred
• Stakeholder Management · Preferred
• Cross-Functional Coordination · Preferred

Other relevant skills

Identified from the job description. Confirm important requirements above.

• French Fluency
• IT Support
• Incident Management
• Problem Management
• Change Management
• Service Level Management
• ServiceNow
• Stakeholder Management
• Issue Triage
• Cross-Functional Coordination
• SLA Management
• Operational Reporting
• Supplier Coordination
• Knowledge Management
• Communication
• Shift Flexibility

Job areas

• Technology
• Customer Service & Support
• Manufacturing

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