Bilingual End User Techncal Support Analyst

HCL Technologies Limited; Toronto; Hybrid; CAD 48,000 - 72,000; Full time

Job summary

HCL Technologies Limited is seeking a bilingual End User Technical Support Analyst (English/French) to join our enterprise client in the Greater Toronto Area. You will provide Tier 1/2 desktop support across Windows and macOS, troubleshoot devices and networks, and deliver exceptional service to a diverse user base, including executives.

The role emphasizes strong communication, incident management, and remote troubleshooting, with a hybrid work model and 3 days onsite in Scarborough, ON.

Qualifications

• Experience supporting Windows and macOS environments.
• Proven troubleshooting and customer service skills.
• Experience with enterprise applications and remote support tools.

Responsibilities

• Provide Tier 1/ Tier 2 end-user IT support for desktops, laptops, printers, and peripherals.
• Troubleshoot hardware, software, network, and connectivity issues.
• Support users via phone, email, chat, and remote tools.
• Manage incidents and service requests in ticketing systems.
• Install, configure, and maintain hardware and software solutions.
• Escalate complex issues to appropriate teams and ensure SLA adherence.
• Provide white-glove/VIP support to executive users.
• Document resolutions and update knowledge base articles.

Skills

Windows 10/11

macOS

Office 365

Networking basics

VIP support

Tools

ServiceNow

Remedy

Intune

SCCM/MECM

JAMF

Job description

We are seeking a Bilingual End User Technical Support Analyst (English/French) to join a leading enterprise client in the Greater Toronto Area. This role is ideal for a customer-focused IT professional with strong desktop support experience, excellent troubleshooting skills, and the ability to provide exceptional technical assistance to a diverse user base, including executive-level stakeholders.

The successful candidate will provide end-user support across Windows and macOS environments, troubleshoot hardware, software, and network issues, and deliver a high level of customer service in a fast-paced corporate setting.

Key Responsibilities

• Provide Tier 1/Tier 2 technical support for desktops, laptops, mobile devices, printers, and peripherals.
• Troubleshoot hardware, software, application, and connectivity issues.
• Support users via phone, email, chat, and remote support tools.
• Manage incidents and service requests through ticketing platforms.
• Install, configure, and maintain hardware and software solutions.
• Escalate complex technical issues to appropriate support teams.
• Ensure timely resolution of tickets while meeting service level agreements (SLAs).
• Provide white-glove/VIP support to executive users.
• Document troubleshooting steps, resolutions, and knowledge base articles.

Required Qualifications

Technical Skills

Experience supporting:

• Windows 10/11 and macOS environments
• Desktops, laptops, printers, and peripheral devices
• Microsoft Office 365 and enterprise applications

Strong knowledge of:

• TCP/IP
• DNS
• DHCP
• VPN
• Wi-Fi and network connectivity troubleshooting

Experience with:

• ServiceNow, Remedy, or similar ticketing systems
• Remote support tools
• Endpoint management technologies such as Intune, SCCM/MECM, or JAMF
• Previous experience in a large enterprise environment
• Experience supporting executive and VIP users
• Banking or financial services industry experience is considered a strong asset

Soft Skills

• Excellent verbal and written communication skills in English and French
• Strong customer service and relationship management skills
• Ability to communicate technical concepts to non-technical users
• Strong problem-solving and troubleshooting abilities
• Ability to prioritize multiple tasks in a fast-paced environment
• Professional, patient, and customer-centric approach

Language Requirement

Bilingualism (English and French) is required.

Candidates must be comfortable providing technical support and communicating professionally in both languages.

Why Join Us?

• Hybrid work model - 3 Days Onsite in Scarborough, ON
• Opportunity to support a large enterprise client
• Collaborative team environment
• Exposure to modern enterprise technologies and IT support practices