Bilingual Technical Support Analyst (French/English)
Top Benefits
About the role
Role: Technical Bilingual (French/English) Support Analyst – Level 1/2
Type: Full-time
Location : Mississauga
Environment: Hybrid - 2 days a week onsite Role 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.
Roles And Responsibilities
- 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 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 Target base of $70,000, excellent bonus - last 2 years 40%, benefits and pension plan
About SearchLabs
SearchLabs is a leading specialist recruitment firm established to meet the recruitment needs of the Design, Construction & Property, and Information Technology industries. Established in 2010, we work with the leading companies within our disciplines across North America & the Caribbean.
At SearchLabs, we make hiring and job hunting as easy and simple as possible so you can focus on what you do best. We believe in the 80/20 rule. That 20% of companies come up with 80% of innovation in the industry, and 20% of talent do 80% of the work. We represent that 20%.
When you partner with us, your personal career goals and objectives are dealt with and represented by experienced consultants within your field of specialty. We then match you to the best opportunities that are aligned with your goals and aspirations to result in a positive and rewarding outcome.
We recognize the importance of ethics and are committed to confidentiality in every step of the process. Whether you are looking for a permanent or contractual arrangement, we appreciate the responsibility and opportunity to represent and inform you about the marketplace and the career opportunities within.
For more information, please visit us at: https://searchlabs.ca/
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Bilingual Technical Support Analyst (French/English)
Top Benefits
About the role
Role: Technical Bilingual (French/English) Support Analyst – Level 1/2
Type: Full-time
Location : Mississauga
Environment: Hybrid - 2 days a week onsite Role 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.
Roles And Responsibilities
- 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 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 Target base of $70,000, excellent bonus - last 2 years 40%, benefits and pension plan
About SearchLabs
SearchLabs is a leading specialist recruitment firm established to meet the recruitment needs of the Design, Construction & Property, and Information Technology industries. Established in 2010, we work with the leading companies within our disciplines across North America & the Caribbean.
At SearchLabs, we make hiring and job hunting as easy and simple as possible so you can focus on what you do best. We believe in the 80/20 rule. That 20% of companies come up with 80% of innovation in the industry, and 20% of talent do 80% of the work. We represent that 20%.
When you partner with us, your personal career goals and objectives are dealt with and represented by experienced consultants within your field of specialty. We then match you to the best opportunities that are aligned with your goals and aspirations to result in a positive and rewarding outcome.
We recognize the importance of ethics and are committed to confidentiality in every step of the process. Whether you are looking for a permanent or contractual arrangement, we appreciate the responsibility and opportunity to represent and inform you about the marketplace and the career opportunities within.
For more information, please visit us at: https://searchlabs.ca/