Bilingual Service Desk Analyst (English/French)

Yochana; Mississauga; A distancia; CAD 55.000 - 75.000; Jornada completa

Descripción de la vacante

Yochana IT Solutions Inc. in Mississauga is seeking an experienced IT Support Specialist to provide Level 2 remote assistance to end users. You will resolve escalations from the Service Desk across Windows, macOS, iOS and Android devices.

The role requires strong Windows and Microsoft 365 skills, networking fundamentals, and familiarity with Entra ID/Azure AD, Intune and ITIL practices. You will document fixes, maintain knowledge-base articles, and communicate with users in English and other

Formación

• 5+ years in IT support with at least 3 years at Level 2.
• Strong Windows OS, Microsoft 365 and Active Directory/Entra ID skills.
• Solid networking fundamentals: TCP/IP, DNS, DHCP, VPN, LAN/WAN and wireless.

Responsabilidades

• Resolve Level 2 incidents and service requests escalated from the Service Desk, within SLA.
• Troubleshoot Windows 10/11, macOS, iOS and Android devices remotely.
• Diagnose network and connectivity issues including LAN/WAN, VPN, DNS/DHCP, and proxy/firewall access.
• Manage endpoints and identities with Intune, Entra ID/Azure AD, Active Directory, Group Policy, Okta/SSO, MFA and access provisioning.
• Support Microsoft 365 (Outlook/Exchange, Teams, OneDrive, SharePoint) and business applications, including installs and packaging requests.
• Escalate to Field Services, Network or Engineering teams with full diagnostics, and follow tickets through to closure.
• Document fixes and maintain knowledge-base articles, including in local languages, to raise first-contact resolution.
• Communicate clearly with users in English, French, Spanish or Portuguese as the region requires, keeping them updated on progress and agreed follow-ups.

Conocimientos

Windows OS

Microsoft 365

Entra ID/AD

Networking fundamentals

ITSM tools

Remote support tools

ITIL practices

Herramientas

ServiceNow

LogMeIn

TeamViewer

Nexthink

Descripción del empleo

Microsoft Windows,MS Remote Desktop Services (RDS),Touch Services,Video/Telepresence - Others

Job Summary

Provide Level 2 remote support to end users. Resolve escalations from the Service Desk across operating systems, networks, applications and endpoint management, in the user's language. Meet SLAs and keep unresolved complaints to a minimum.

Key Responsibilities

responsibilities

• Resolve Level 2 incidents and service requests escalated from the Service Desk, within SLA.
• Troubleshoot Windows 10/11, macOS, iOS and Android devices remotely.
• Diagnose network and connectivity issues: LAN/WAN, Wi-Fi, VPN, DNS/DHCP, TCP/IP and proxy/firewall-related access.
• Manage endpoints and identities: Intune, Entra ID/Azure AD, Active Directory, Group Policy, Okta/SSO, MFA and access provisioning.
• Support Microsoft 365 (Outlook/Exchange, Teams, OneDrive, SharePoint) and business applications, including installs and packaging requests.
• Escalate to Field Services, Network or Engineering teams with full diagnostics, and follow tickets through to closure.
• Document fixes and maintain knowledge-base articles, including in local languages, to raise first-contact resolution.
• Communicate clearly with users in English, French, Spanish or Portuguese as the region requires, keeping them updated on progress and agreed follow-ups.

Skill Requirements

• 5+ years in IT support, with at least 3 years at Level 2.
• Strong Windows OS, Microsoft 365 and Active Directory/Entra ID skills.
• Solid networking fundamentals: TCP/IP, DNS, DHCP, VPN, LAN/WAN and wireless.
• Experience with ITSM tools (ServiceNow preferred) and remote support tools (for example LogMeIn, TeamViewer, Nexthink).
• Working knowledge of ITIL incident, request and problem management.
• Fluent written and spoken language skills as listed for the location.

Preferred

• Certifications such as CompTIA A+/Network+, Microsoft MD-102 or AZ-900, ITIL 4 Foundation, CCNA.
• Experience with macOS management, VMware/Citrix virtual desktops, or insurance or financial-services clients.
• Experience supporting users across several countries and time zones.