Bilingual Technical Support/Service Desk (Ottawa)

Maplesoft Group, an SEB Company; Ottawa; On-site; CAD 60,000 - 80,000; Full time

Job summary

Maplesoft Group in Ottawa is seeking a Bilingual Technical Support/Service Desk Analyst for a permanent, on-site role. You will handle Tier 1/2 incidents, support Windows and Microsoft 365, and assist executives with AV and presentation systems.

Requirements include English/French fluency, Enhanced Reliability clearance, and 2+ years of IT support. The position emphasizes ITIL-aligned processes, strong communication, and proactive service improvements.

Qualifications

• Fluently bilingual in English and French, both written and verbal.
• Active Enhanced Federal Government security clearance.
• 2+ years IT support experience in a Service Desk or End User Computing env.
• Strong experience with Windows and Microsoft 365.
• Knowledge of DNS, DHCP, IP, VPN is helpful.

Responsibilities

• Serve as a primary contact for IT incidents via phone, email, chat, and ITSM portals.
• Log, categorize, prioritize, troubleshoot, and resolve incidents per ITIL and SLAs.
• Provide Tier 1/2 support; escalate to Tier 3 when needed.
• Troubleshoot Windows 10/11, Microsoft 365, Outlook, Teams, VPN, and network issues.
• Provide deskside support for laptops, desktops, printers, and peripherals.
• Document updates, knowledge articles, and ensure security standards.

Skills

Bilingual English/French

IT support

Windows 10/11 support

Microsoft 365

Customer service

Education

Diploma or degree in Information Technology

Tools

ITSM/Ticketing System

ITIL knowledge

Job description

Job ID: 14184

Job Title: Bilingual Technical Support/Service Desk (Ottawa)

Contract Length: Permanent

Location: On-site in Ottawa, ON

Federal Government Clearance Level Required: Enhanced Reliability Status

Language: Fluently Bilingual (English/French)

About Us

Maplesoft Group is currently seeking a Bilingual Technical Support/Service Desk Analyst for a permanent opportunity. This is a fully on-site role based in Ottawa, Ontario.

Position Summary

The Bilingual Technical Support/Service Desk Analyst is responsible for providing high-quality, user-focused technical support across corporate locations. This front-line and escalated support role combines remote service desk operations with onsite deskside and meeting room support. Working within an ITIL-aligned service environment, the successful candidate will support Tier 1 and Tier 2 incidents and service requests, troubleshoot end-user technology, provide meeting room and AV support, maintain accurate ITSM documentation, and ensure service levels and security standards are met. The role will also provide support to executives and high-profile users in a fast-paced environment.

Key Responsibilities

• Serve as a primary point of contact for IT incidents and service requests via phone, email, chat, and ITSM/self-service portals.
• Log, categorize, prioritize, troubleshoot, and resolve incidents and requests in accordance with ITIL practices and SLAs.
• Provide Tier 1 and Tier 2 technical support and elevate complex issues to Tier 3 teams when required.
• Troubleshoot Windows 10/11, Microsoft 365, Outlook, Teams, OneDrive, SharePoint, VPN, network connectivity, authentication, and access issues.
• Provide deskside support for laptops, desktops, monitors, docks, printers, mobile devices, peripherals, and other end-user equipment.
• Support device provisioning, imaging, deployment, replacement, and asset lifecycle activities.
• Set up, test, and troubleshoot meeting room and AV technologies, including Microsoft Teams Rooms and conferencing equipment.
• Provide real-time technical support for meetings, events, executives, and high-profile users.
• Maintain accurate ticket updates, resolution notes, knowledge articles, and technical documentation.
• Support IT asset inventory, endpoint compliance, access management, security requirements, audits, and compliance activities.
• Identify recurring issues and contribute to continuous service improvement initiatives.
• Collaborate with Infrastructure, Security, Compliance, and third-party vendors to resolve technical issues.

Required Qualifications

• Fluently bilingual in English and French, both written and verbal.
• Must hold an active Enhanced Federal Government security clearance.
• 2+ years of hands-on IT support experience in a Service Desk, Help Desk, Deskside Support, or End User Computing environment.
• Strong experience supporting Windows desktop operating systems and Microsoft 365.
• Working knowledge of DNS, DHCP, IP addressing, VPN, and basic network troubleshooting.
• Experience working in an ITIL-aligned service desk environment.
• Experience with ITSM/ticketing systems, incident management, service requests, and SLA-driven support.
• Strong troubleshooting, customer service, communication, documentation, and prioritization skills.
• Diploma or degree in Information Technology or equivalent practical experience.

Preferred Qualifications

• Experience supporting Microsoft Teams Rooms, AV, and video conferencing technologies.
• Experience providing deskside support in an enterprise or corporate environment.
• Experience supporting executives, senior leadership, or high-profile users.
• Experience with device imaging, provisioning, deployment, and asset management.
• ITIL certification or formal ITIL training.
• Experience working with Infrastructure, Security, Compliance, and third-party technology teams.

Compensation

Salary Range: $60,000 - $80,000

Our recruitment process is led by human recruiters who review all applications and make the final hiring decisions. We use AI-assisted tools to help screen and organize applications. These tools do not replace human judgment, and all hiring decisions are made by people.

Please note that data collected by the Company may be stored or processed on servers located outside of Canada.

Application Submission Details

Submission Deadline

• Friday, August 14, 2026, 5:00pm EST

Maplesoft is an equal opportunity employer and welcomes applications from all qualified candidates. Accommodations are available upon request throughout the recruitment process.