THE OPPORTUNITY Cartel is looking for a sharp, bilingual Technical Support Specialist to join our growing team at our Langley headquarters. This is a high-impact, client-facing role at the heart of our post-sales support and NOC operations — a place where your technical depth, problem-solving instincts, and bilingual communication skills will directly shape the experience of clients across Canada who rely on our mission-critical systems every day. If you thrive under pressure, love untangling complex technical puzzles, and take pride in delivering service that goes beyond the expectation — this is the role for you. You’ll work across a broad stack of technologies (telephony, networking, RF, IT infrastructure) while serving as a trusted point of contact for clients ranging from transit authorities to public safety agencies.

AT A GLANCE Location: Langley, BC (HQ) — on-site Reports to: Director of Technical Support Travel: No regular travel required Clearance: Must be eligible for Canadian Government Security Clearance Language: Bilingual — French & English (required)

WHY CARTEL

• ISO 9001:2015 certified — we hold ourselves to a Centre of Excellence standard
• Work on technically diverse, meaningful systems that support public safety, transit, and enterprise clients
• A collaborative team that invests in professional development and continuous learning
• Stable, growing organization with a strong reputation across Canada

WHAT YOU’LL DO You’ll be the technical lifeline for our clients — diagnosing, troubleshooting, and resolving issues on the systems that matter most to them. Day-to-day, you can expect to:

• Own support incidents end-to-end: from first contact through resolution, ensuring SLA commitments are met or exceeded
• Communicate proactively with clients — delivering clear, confidence-building updates across phone, email, and chat
• Bridge the gap between complex technical systems and diverse client audiences, adapting your language to the audience
• Accurately document incidents, troubleshooting steps, and resolutions within the ticketing system in real time
• Track time and material expenditures tied to support incidents to support billing accuracy
• Escalate effectively within NOC workflows, looping in the right people at the right time
• Contribute to pre-sales SLA scoping and internal knowledge sharing
• Stay current on industry advancements and share learnings with your team

WHAT YOU BRING Required qualifications:

• Bilingual — fluent in both French and English (written and spoken)
• 2+ years of hands-on experience configuring, commissioning, and troubleshooting networking and IT infrastructure
• 2+ years in a technical customer support environment
• 2+ years working with mission-critical recording systems
• 2+ years in switching, routing, and firewall design/implementation for industrial, public safety, or transit networks
• Eligible for — or currently holding — Canadian Government Security Clearance

Technical skills you’ll put to work:

• SIP / Analog POTS / PBX telephony
• IP Routing & IP Multicast
• Active Directory / LDAP
• Linux & Windows (Desktop and Server)
• Wireshark and hardware troubleshooting
• Reporting and analysis

The kind of person you are:

• A natural problem-solver who gets energized by unfamiliar challenges, not paralyzed by them
• Quick to pick up new technologies and enjoys formal and self-directed learning
• A clear, confident communicator who adapts their style to the audience
• Detail-oriented — you document thoroughly and follow through consistently
• Comfortable working both independently and as part of a close-knit technical team

HOW TO APPLY If you’re a bilingual technical professional who takes ownership, communicates with clarity, and loves solving the problems others find too complex — we want to hear from you. Apply with your resume and a brief note on your relevant experience.