Sr Service Desk Technician-Bilingual English & French

Lyra Technology Group; Canada; On-site; CAD 67,000 - 72,000; Full time

Job summary

A leading technology services firm in Canada is seeking a full-time Senior Service Desk Technician to join their team. The role involves providing technical support, troubleshooting, and maintaining IT systems for clients. Ideal candidates are bilingual in English and French, with strong IT skills and experience in customer communication. The position offers a competitive salary range of $67,000–72,000 CAD annually.

Qualifications

• Proficient with IT troubleshooting and technical support.
• Must manage service and project tickets efficiently.
• Experience in customer communication.

Responsibilities

• Provide remote support for client systems.
• Configure and maintain networks and software applications.
• Implement security best practices.

Skills

Bilingual (English and French speaking)

Microsoft 365 Setup and Administration

Azure Setup and Administration

ConnectWise PSA (Ticketing System)

Auvik and LogicMonitor (Network Monitoring)

Understanding of ITIL best practices

Tools

Fortinet Firewalls

Backup Rada

Scalepad / Lifecycle Insights / vCIO

ITGlue

BrightGauge

Job description

Overview

Senior Service Desk Technician (Bilingual English & French), Lyra Technology Group

Lyra Technology Group is looking for a full-time Senior Service Desk Technician (to join the team at one of our operating companies, Outsource IT Computing). The Senior Service Desk Technician will provide technical support, troubleshooting issues, execute projects, and maintain IT systems for our clients. This role requires excellent problem-solving skills, strong communication, and the ability to work independently after training. The candidate must also be comfortable speaking with clients and professionally representing the company.

A bit about Lyra…

Lyra Technology Group is a private equity-backed holding company that invests and operates industry leading technology service businesses. Our companies are operated independently by exceptional management teams. Companies that join our group retain the employees, name, and culture that have made them successful. As a platform of Evergreen Services Group, we never divest from businesses we partner with and approach every decision with the goal of driving sustainable and healthy growth over the long term.

A bit about Outsource IT Computing…

Established in 2001, Outsource IT has been providing complete solutions and support to clients across the GTA and North America. With their centralized Network Operations Centre and Help Desk, they are able to proactively monitor infrastructure and assist users anywhere. All this coupled with their strong technical skill, attention to detail, top-notch client support, and IT enablement solutions results in an exceptional client experience.

Responsibilities

• Provide remote support for client systems, including desktops, servers, and cloud environments.
• Configure, maintain, and monitor client networks, workstations, and software applications.
• Manage service and project tickets, prioritizing issues based on impact and urgency.
• Implement security best practices, including patching, updates, and monitoring.
• Assist with onboarding new clients and deploying IT solutions.
• Document troubleshooting steps, resolutions, and system configurations.
• Communicate effectively with clients to ensure a high level of customer satisfaction.
• Escalate complex issues to senior engineers when necessary.
• Assist the leadership team with installing and testing new technologies.

Qualifications

• Must be bilingual (English and French speaking).
• Proficient with the following technologies:
• Microsoft 365 Setup and Administration
• Azure Setup and Administration
• ConnectWise PSA (Ticketing System)
• Auvik and LogicMonitor (Network Monitoring)
• Automate (RMM Agent)
• Huntress and Barracuda (SOC Solution Vendors)
• Axcient and Barracuda (Backup Solution Vendors)
• Scalepad / Lifecycle Insights / vCIO (Project planning tool)
• ITGlue (IT Documentation Solution)
• BrightGauge (Reporting System)
• CIPP (Manages Microsoft 365 tasks)
• Fortinet Firewalls (Cisco Meraki experience is also highly valued)
• Backup Rada
• Understanding of ITIL best practices with standard business software.
• The targeted base compensation for this role is $67,000-72,000 CAD per year.

If you're motivated by meaningful client relationships, strategic selling, and a dynamic work environment—we want to hear from you. Apply today to join the OITC team and help deliver technology solutions that drive real business value!