Bilingual IT Support Technician

Rippling; Milton; On-site; CAD 50,000 - 61,000; Full time

Benefits offered by this job

3 weeks vacation

5 paid sick days

RRSP matching (50%)

Group insurance (75% employer paid)

Tuition reimbursement

Merchandise allowance

Referral bonus up to $1,000

On-site parking

Equipment provided

Job summary

Fix Network is hiring an IT Support Technician to provide frontline support to employees and franchisees by phone and email. The role includes diagnosing hardware and software issues, configuring equipment, and maintaining networks and email services.

You’ll guide users through solutions and build a knowledge base for the team. The position requires bilingual French and English, a related degree, and familiarity with Windows 10/11, AD, Azure, and Microsoft 365.

Qualifications

• Bilingual in French and English (written and spoken).
• University degree in Network Management, Information Technology, or a Diploma in IT Support.
• Minimum 1 year of experience in a related role.
• Good knowledge of Active Directory and Azure.
• Excellent knowledge of Windows 10 and Windows 11.
• Basic knowledge of VoIP and Teams Connect.
• Good knowledge of Microsoft 365 (O365).
• CompTIA A+ and other relevant certifications are assets.

Responsibilities

• Provide IT support to franchisees and company employees via telephone and/or other support channels.
• Communicate with franchisees experiencing issues with their email accounts or requiring new email addresses.
• Maintain, troubleshoot, repair, and manage LANs, WANs, core networks, peripherals, workstations and Internet connections.
• Prepare and configure computers and related equipment.
• Monitor and maintain software applications.
• Consult user guides and manuals to identify and implement solutions.
• Reproduce and diagnose users’ technical issues and provide timely resolutions.
• Provide guidance and training to users in response to their technical challenges.
• Collect data and maintain a knowledge base for use by other IT support technicians.
• Participate in development of new specifications for applications and software solutions.
• Perform other related duties as required.

Skills

Customer service

Communication

Problem solving

Time management

Team collaboration

Education

University degree in Network Management / IT

Tools

Active Directory

Azure

Microsoft 365 (O365)

Job description

With the support of the IT Services Manager and the existing team, the IT Support Technician will be responsible for providing ongoing support to company employees and franchisees by phone and email. Support requests may relate to hardware, workstations, software applications, and other IT-related issues.

Core Competencies

• Customer Service Focus
• Quality of Work
• Time Management
• Continuous Learning and Development
• Problem Solving
• Accountability and Reliability
• Research and Analysis
• Decision Making and Judgment
• Equipment Operation
• Providing Support
• Ethics and Integrity
• Planning and Organization
• Communication
• Stress and Energy Management

Responsibilities

• Provide IT support to franchisees and company employees via telephone and/or other support channels.
• Communicate electronically and by phone with franchisees experiencing issues with their email accounts or requiring the creation of new email addresses.
• Maintain, troubleshoot, repair, and manage Local Area Networks (LANs), Wide Area Networks (WANs), core networks and peripherals, workstations, and Internet connections.
• Prepare and configure computers and related equipment.
• Monitor and maintain software applications.
• Consult user guides, technical manuals, and other documentation to identify and implement solutions.
• Reproduce and diagnose users’ technical issues and provide timely resolutions.
• Provide guidance and training to users in response to their technical challenges.
• Collect data and maintain a knowledge base of problems and solutions for use by other IT support technicians.
• Participate in the development of new specifications for applications and software solutions.
• Perform other related duties as required.

Requirements

• Bilingualism in French and English (written and spoken).
• University degree in Network Management, Information Technology, or a Diploma in IT Support.
• Minimum of 1 year of experience in a related role.
• Good knowledge of Active Directory and Azure .
• Excellent knowledge of Windows 10 and Windows 11 .
• Basic knowledge of Voice over IP (VoIP) and Teams Connect .
• Good knowledge of Microsoft 365 (O365) .
• CompTIA A+ and other relevant certifications are considered assets.

Working Conditions & Benefits

• Work schedule may vary based on projects and business priorities.
• Occasional overtime may be required depending on operational needs.
• 3 weeks of vacation starting on your first day, plus 5 paid sick days per year.
• Employer RRSP matching contribution equal to 50% of your contributions, up to 3% of your salary .
• Group insurance plan with 75% of premiums paid by the employer , including access to telemedicine services.
• Up to $3,000 per year in tuition reimbursement to support your professional development.
• An annual $250 merchandise allowance to use in the Fix Network apparel and merchandise store.
• An employee referral bonus of up to $1,000 when you help us find our next great talent.
• Opportunities to connect and celebrate throughout the year, including monthly employee celebrations recognizing new hires, birthdays, service anniversaries, promotions, and other milestones, as well as our summer BBQ, holiday party, and additional team events.
• Our annual Team Meeting , which brings together employees from around the world for several days to align on company priorities, connect with international colleagues, and enjoy team-building activities.
• Free on-site parking .
• All necessary equipment provided by the employer.
  The salary range for this position starts at $55,000 per year, based on experience, qualifications, and overall fit for the role.

At Fix Network, we are committed to fostering a diverse, equitable, inclusive, and accessible workplace. We welcome applications from individuals of all backgrounds and experiences and are committed to providing equal employment opportunities to all qualified candidates. Reasonable accommodations are available throughout the recruitment process and employment journey in accordance with applicable laws. If you require an accommodation at any stage of the recruitment process, please let us know and we will work with you to meet your needs.

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Fix Network is a global leader in repair and restoration services for vehicles, homes, and businesses, supporting a growing family of locally owned and operated brands in collision repair, mechanical services, glass care, and property restoration.