Bilingual IT Support Analyst

McCarthy Tetrault; Montreal; Hybrid; CAD 55,000 - 75,000; Full time

Job summary

A leading company in Canada is seeking an IT Support Analyst who will provide technical support and training to end users. The ideal candidate is bilingual in French and English, possesses strong analytical skills, and has a college diploma in a related field. This role offers a hybrid work environment and outstanding benefits from day one, including competitive pay and professional development opportunities.

Benefits

Outstanding benefits from day one

Competitive pay

Paid overtime

Generous time off

Professional development opportunities

Strong community involvement

Qualifications

• 3-5 years of relevant experience, preferably in a professional services environment.
• Experience with Office 365 / Azure AD administration; certifications are an asset.

Responsibilities

• Responding to calls, emails, and voicemails for technical support.
• Providing one-on-one training to end users on hardware and software.
• Documenting and tracking all interactions using Enterprise Service Management software.

Skills

Bilingualism

Analytical Skills

Problem-Solving

Interpersonal Skills

Communication Skills

Organizational Skills

Education

College diploma in Computer Systems

Tools

Office 365

Azure AD

Job description

At McCarthy Tétrault, we offer challenging and rewarding career opportunities and are delighted to have been recognized for the eleventh consecutive year in 2023 as one of Canada’s Top 100 Employers and one of Canada’s Best Diversity Employers.

Our culture is built on professional excellence, collaboration, innovation, thought leadership, and entrepreneurialism. We embrace inclusion in all its forms and provide tools and opportunities to help our people develop to their full potential.

Bilingualism is required for this collaborative role at the national level, as the candidate will handle and follow up on requests from clients and third parties who communicate only in English. The candidate must interact seamlessly with colleagues across Canada, where English is the predominant language. Since over 50% of the work involves English, the candidate must communicate effectively in both French and English, orally and in writing, to perform duties autonomously and effectively.

This position can be based in Montreal, Toronto, Vancouver, or Calgary. McCarthy Tétrault employees benefit from a hybrid work environment.

As an IT Support Analyst, your responsibilities will include:

1. Responding to calls, emails, voicemails, and drop-ins for technical support, including identifying, researching, troubleshooting, and resolving issues promptly.
2. Providing one-on-one training to end users on hardware and software.
3. Escalating issues and liaising with other IT teams to resolve incidents and service requests.
4. Assisting IT colleagues with special projects.
5. Documenting and tracking all interactions using Enterprise Service Management software.
6. Providing onsite support in Montreal as needed.

Ideal candidate profile:

• College diploma in Computer Systems, Systems Administration, or related field.
• 3-5 years of relevant experience, preferably in a professional services environment.
• Experience with Office 365 / Azure AD administration; certifications are an asset.
• Bilingual in French and English.
• Strong analytical and problem-solving skills.
• Excellent interpersonal and communication skills, with a client-service focus.
• Patience, flexibility, and the ability to manage difficult situations.
• Effective knowledge transfer skills.
• Curiosity about technology and a desire to understand how it enables business outcomes.
• Energetic, proactive, and positive attitude.
• Organizational and time management skills, with the ability to prioritize tasks.
• Discretion and confidentiality.
• Ability to work independently with minimal supervision.

Benefits include:

• Outstanding benefits from day one, including insurance, wellness, and technology reimbursements.
• Competitive pay, paid overtime, and generous time off, including volunteer and birthday days.
• Professional development and growth opportunities.
• Strong community involvement and commitment to diversity and inclusion.
• A collaborative culture connecting legal and business teams.

Application process:

External candidates should apply online. Internal applicants must apply via our internal careers portal on Espresso. We appreciate all applicants’ interest; only selected candidates will be contacted. We are an equal opportunity employer committed to an inclusive environment. Please inform us if you require accommodations during the recruitment process.