Bilingual IT Support Engineer

Astra-North Infoteck Inc. ~ Conquering today’s challenges, achieving tomorrow’s vision!; Montreal (administrative region); On-site; CAD 55,000 - 75,000; Full time

Job summary

Astra-North Infoteck Inc. in Montreal is seeking a Bilingual IT Support Engineer with 3–6 years of experience to monitor incidents, coordinate with cross‑functional teams, and provide timely resolution to clients.

The role requires fluent French, strong communication, service‑minded attitude, and comfort with ServiceNow and ITIL processes. Expect shift work (7:00–19:00), on‑call coverage, and a collaborative, continuous learning environment.

Qualifications

• 3–6 years IT support experience.
• Fluent in French and strong communication skills.
• Experience with ServiceNow and ITIL-like processes.
• Able to coordinate with cross-functional teams and stakeholders.
• Willingness to work rotating shifts and on-call duties.

Responsibilities

• Day-to-day incident monitoring and resolution (ServiceNow preferred).
• Interact with IT & business users on functional issues.
• Triaging issues and coordinating with cross-functional teams.
• Follow IT service management processes (Incident, Change, Capacity, Problem).
• Maintain agreed SLA levels and ensure quality of delivery.
• Adhere to shift rotation plan and operating model.
• Engage with SMEs on functional issues.
• Coordinate communications between suppliers, OEM, and IT stakeholders.
• Track and report progress to stakeholders.
• Willing to work shifts (7am–7pm) and on-call as needed.
• Demonstrate flexibility, strong communication, and a collaborative attitude.

Skills

French language fluency

Excellent communication

Team player

Attention to detail

Shift willingness

Continuous learning

Tools

ServiceNow

Job description

Bilingual IT Support Engineer

Experience: 3–6 years

Must Have Technical Skills:

• Interaction with team members for knowledge sharing, knowledge transition and issue resolution.
• Stakeholder management, sharing regular updates and assisting in preparing operational reports.
• Triaging of issues and coordination with cross-functional teams for timely resolution.
• Follow service management processes (e.g. Incident, Change, Capacity, Problem, etc.).
• Maintaining agreed SLA levels and assuring quality of delivery at all times.
• Adhere to shift rotation plan and operating model.
• Interaction with SMEs on functional issues.
• Coordinate communications between suppliers and business stakeholders for their particular area.
• Track and report progress to stakeholders.
• Working experience in ServiceNow and knowledge of Incident, Problem, Change, SLM and Knowledge Management processes.
• Shift timings: Monday to Friday, morning 7:00 am–7:00 pm (8-hour job, ROTA will be available).
• On-call support beyond office hours (rarely needed).
• Extended shift timings and weekend working based on customer requirements.
• Working with a manufacturing customer will be an added advantage.
• Fluent in French language.

Roles and Responsibilities:

• Day-to-day incident monitoring and resolution (ServiceNow preferred).
• Interaction with client (IT & Business users) on functional issues.
• Triaging of issues and coordination with cross-functional teams for timely resolution.
• Follow service management processes (e.g. Incident, Change, Capacity, Problem, etc.).
• Maintaining agreed SLA levels and assuring quality of delivery at all times.
• Adhere to shift rotation plan and operating model.
• Interaction with SMEs on functional issues.
• Coordinate communications between suppliers, OEM, and other IT stakeholders for their particular area.
• Track and report progress to stakeholders.
• Willing to work in shifts (between 7am to 7pm), this is mandatory.
• Flexible.
• Excellent communication skills.
• Continuous learning attitude.
• Team worker.
• Meticulous.