Bilingual Technical Support Analyst (French/English)

SearchLabs; Winnipeg; Remote; CAD 55,000 - 75,000; Full time

Benefits offered by this job

Competitive compensation package

Bonus and benefits

Pension plan

Job summary

A technology solutions company is seeking a Bilingual Technical Support Analyst (French/English) to provide first and second-level support to internal users. Candidates should have 3+ years in IT support, be bilingual, and possess solid knowledge of Windows and Office 365. This remote position involves responding to user queries and maintaining documentation. The company offers competitive compensation, including a benefits package and pension plan.

Qualifications

• 3+ years of experience in an IT support/Helpdesk role with level 2 duties.
• Excellent oral and written communication skills in both English and French.
• Solid understanding of Windows operating systems, particularly Windows 11.

Responsibilities

• Respond to user queries via phone, email, chat, or IT service management solutions.
• Log and track all incidents and service requests in ServiceNow.
• Provide first and second-level diagnosis and resolution for various technical issues.

Skills

Bilingual in English and French

Problem-solving skills

Customer service orientation

Interpersonal skills

Strong communication skills

Education

Post-secondary education in a technical field

Relevant certifications (e.g., CompTIA A+, ITIL Foundation)

Tools

ServiceNow

Remote support tools

Job description

Bilingual Technical Support Analyst (French/English)

Join to apply for the Bilingual Technical Support Analyst (French/English) role at SearchLabs

Role: Technical Bilingual (French/English) Support Analyst – Level 1/2

Type: Full-time

Location: Mississauga

Environment: Remote

You will be working in a second‑line technical support role responsible for providing first/second‑level technical support to internal users. In this role you will respond to service requests, triage technical issues, and provide technical guidance to internal business customers, escalating more complex issues as required. The incumbent must be very customer‑centric, organized, and able to work independently. The role will require scheduled after‑hours and weekend work on a recurring basis to implement changes and projects that cannot be completed during core business hours.

Roles and Responsibilities

• Respond to user queries via phone, email, chat, or the IT service management solution in a timely and professional manner
• Log and track all incidents and service requests in ServiceNow
• Provide first and second‑level diagnosis and resolution for hardware, software, network, and application issues
• Escalate unresolved issues to other Dept Level 2/3 support teams according to escalation procedures
• Assist with setting up and configuring desktops, laptops, mobile devices, and peripherals using Intune/Autopilot
• Support user account management including password resets and access permissions
• Follow up with users to ensure full resolution of issues
• Document troubleshooting steps, solutions, and user feedback
• Maintain knowledge base articles and contribute to continuous service improvement

Requirements

• 3+ years of experience in an IT support/Helpdesk role with level 2 duties
• Bilingual in English and French – Excellent oral and written communication skills in both languages
• Solid understanding of Windows operating systems, Windows 11
• Strong understanding of Office 365, email clients, and common productivity tools
• Excellent problem‑solving and communication skills
• Strong customer service orientation and interpersonal skills
• Ability to work in a team environment and follow established processes
• Post‑secondary education in a technical field or equivalent
• Relevant certifications (e.g., CompTIA A+, ITIL Foundation) would be considered an advantage
• Experience with ServiceNow and remote support tools would be considered an advantage

Benefits

Competitive compensation package including base, bonus, benefits and pension plan

Seniority level

• Mid‑Senior level

Employment type

• Full‑time

Job function

• Information Technology
• Manufacturing