Bilingual IT Support Technician – Tier 2, Montreal

Creative Solutions Services, LLC; Montreal; On-site; CAD 26,000 - 34,000; Full time

Job summary

CompucomStaffing, a division of CompuCom Systems, Inc., seeks a qualified Bilingual Support Technician to join the Montreal onsite team. You will provide end user support for software, hardware, and networks, leveraging Tier 2 diagnostic skills and established workflows, and you will guide users through resolutions with clear communication.

Responsibilities include owning tickets end-to-end, performing first call resolution, and escalating when needed, while maintaining accurate documentation

Qualifications

• Experience diagnosing and resolving Tier 2 incidents.
• Bilingual proficiency required (English/French).
• Strong written and verbal communication skills.

Responsibilities

• Establish tier I and II as the single point of contact for all user requests and incidents
• Lead initiatives as assigned by management
• Possess the capacity to diagnose and resolve incidents at a Tier 2
• Maintain full ownership of tickets through their lifecycle
• Provide first call resolution or triage for all calls
• Create and update tickets promptly with complete event descriptions
• Verify user and asset information and classify tickets accurately
• Utilize knowledge base and support docs to identify and resolve issues
• Document all troubleshooting steps and resolutions
• Escalate tickets when required via warm transfer
• Escalate to appropriate support groups if unresolved promptly
• Identify commonalities across tickets to uncover recurring issues

Skills

Tier 2 diagnostic experience

Bilingual

End user support

Excellent communication

Job description

CompucomStaffing, a division of CompuCom Systems, Inc., seeks a qualified Bilingual Support Technician to join the Montreal onsite team. You will provide end user support for software, hardware, and networks, leveraging Tier 2 diagnostic skills and established workflows, and you will guide users through resolutions with clear communication.

Responsibilities include owning tickets end-to-end, performing first call resolution, and escalating when needed, while maintaining accurate documentation