Bilingual Service Desk Technician

Aversan Inc; Montreal; On-site; CAD 45,000 - 70,000; Full time

Job summary

An established industry player is on the lookout for a Bilingual Service Desk Technician to provide top-notch IT support and ensure the smooth operation of technology systems. This role involves troubleshooting hardware and software issues, managing end-user environments, and utilizing a ticketing system for efficient service delivery. The ideal candidate will be fluent in English and French, possess a Bachelor's degree in IT, and have experience with service desk operations. Join a dynamic team and contribute to a collaborative work environment that values your skills and dedication.

Qualifications

• 1-4+ years of relevant experience in IT support.
• Fluency in English and French with professional proficiency.

Responsibilities

• Manage and troubleshoot computer-related processes for IS/IT tools.
• Support end-user environments including workstations and peripherals.

Skills

Bilingual Communication (English and French)

ServiceNow

Windows OS

Microsoft 365

Hardware Troubleshooting

IT Infrastructure Knowledge

Education

Bachelor’s Degree in Information Technology

Microsoft Certifications (MCSE, MCSA, MTA)

ITIL Certification

Tools

ServiceNow

Microsoft Office Suite

Windows 10/11

Job description

Bilingual Service Desk Technician

Aversan Inc. (www.aversan.com) is a trusted multi-service engineering and electronics manufacturing company. Aversan delivers leading-edge and reliable safety-critical electronics and software systems to the aerospace, defence, and space industries.

We are currently seeking a qualified Bilingual Service Desk Technician. The role involves providing IT support, troubleshooting hardware/software issues, and maintaining end-user environments, including workstations, peripherals, and communication tools. The candidate should be proficient in ServiceNow, Windows OS, and Microsoft 365, with strong bilingual communication skills in English and French.

Location: St. Laurent, QC
Job Type: On-site

Responsibilities

1. Manage, troubleshoot, and support computer-related processes to ensure smooth operation of IS/IT tools and systems.
2. Maintain end-user environments, including workstations (desktops & laptops), printers, video conferencing equipment, cellphones, VOIP desk phones, and peripherals.
3. Utilize the ticketing system (ServiceNow) to log and track all support interactions, including calls, walk-ups, and instant messages.
4. Handle incoming calls during business hours and participate in on-call rotations for after-hours support.
5. Document all end-user interactions thoroughly in the ticketing system, escalate issues when necessary, and monitor queues for incoming tickets.
6. Troubleshoot software and hardware issues via phone, email, chat, and remote support tools.
7. Contribute to maintaining and updating the technician and end-user knowledge base and participate in training programs.
8. Maintain a clean and organized IT workspace, following Lean methodologies implemented onsite.

Basic Qualifications

1. Fluency in both written and spoken English and French, with professional proficiency.
2. Bachelor’s Degree in Information Technology or related field, with 1 to 4+ years of relevant experience, or equivalent education and experience.
3. Formal training and certifications in Microsoft technologies, with a basic understanding of IT infrastructure components such as networks, systems, telephony, and storage.
4. Hardware troubleshooting and repair skills for PCs.
5. Knowledge of DNS, FTP, SMTP, TCP/IP, LDAP, VPN, and remote access tools.
6. Proficiency with Windows 10/11 and Microsoft Office suite.
7. 1-2 years’ experience with ServiceNow ticketing system.
8. 1-2 years’ experience in service desk operations within Windows environments.
9. Experience working in an agile operational environment.
10. Experience with Microsoft 365 applications (MS Teams, SharePoint, Exchange Online).
11. Microsoft desktop certifications such as MCSE, MCSA, or MTA are highly desirable.
12. ITIL certification is a plus.