This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Technical Support Specialist (English/French Bilingual) based in Canada. This role offers the opportunity to provide critical technical support for customers operating in important and demanding environments. You will serve as a trusted first point of contact, helping diagnose issues, coordinate resolutions, and ensure reliable service delivery. Working within a collaborative support team, you will manage incidents from initial investigation through resolution while maintaining excellent customer communication. The position combines technical troubleshooting, problem-solving, and process improvement, allowing you to make a direct impact on customer satisfaction and operational reliability. You will work with communication technologies, Windows environments, and security-focused processes while continuously expanding your technical expertise. This is an ideal opportunity for a bilingual support professional who enjoys solving complex challenges and delivering high-quality service remotely. \n

Accountabilities

In this role, you will be responsible for delivering responsive technical assistance, managing incident resolution, and improving support operations. You will act as a key connection between customers, internal teams, and technical resources by: Serving as the primary contact for customer technical incidents received through phone, email, and other communication channels. Performing incident triage, documentation, troubleshooting, and resolution using available knowledge resources and support procedures. Managing the complete incident lifecycle, including investigation, root cause identification, customer updates, escalation, and final resolution. Escalating complex issues according to severity levels, service agreements, and established support processes. Monitoring active outages and technical issues through to full service restoration while maintaining service quality standards. Creating and updating knowledge base documentation to improve troubleshooting efficiency and team knowledge sharing. Identifying opportunities to enhance internal workflows, tools, and support processes through continuous improvement initiatives. Ensuring customer information, technical records, and support documentation remain accurate and secure.

Requirements

The ideal candidate has strong technical support experience, excellent communication skills, and the ability to manage customer issues independently in a remote environment. You should demonstrate: Minimum 3 years of experience in technical support or a related technical role. Experience providing remote technical support and managing customer-facing incidents. Working knowledge of communication networks and RF trunking systems. Familiarity with Windows environments and Google Workspace tools. Understanding of information security principles and best practices. Strong troubleshooting, analytical thinking, and problem-solving abilities. Excellent verbal and written communication skills in both English and French, with the ability to explain technical concepts to non-technical users. Ability to prioritize multiple tasks, work independently, and meet deadlines with minimal supervision. Strong attention to detail with a commitment to data accuracy, security, and service quality. Ability to obtain and maintain an enhanced RCMP CPIC background check as a condition of employment.

Preferred qualifications include

Associate degree, diploma, or equivalent education in computer science, electrical engineering technology, or a related technical field. ITIL Foundation knowledge or certification. Experience with public safety communication systems, mobile radio technologies, or related solutions. Knowledge of firewall, WAN, LAN, or router architectures. Certifications such as CompTIA A+, Network+, or Security+.

Benefits

Fully remote position available to candidates based in Canada. Competitive salary range of $46,000 – $52,000 per year. Opportunity to support mission-critical technology environments with real-world impact. Collaboration with an experienced and supportive technical team. Exposure to telecommunications, networking, security, and enterprise support technologies. Opportunity to develop technical skills through challenging customer scenarios. Work environment focused on continuous improvement, teamwork, and professional growth.

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