Support Analyst – Bilingual French-5

REALIGN LLC; Montreal (administrative region); Hybrid; CAD 42,000 - 62,000; Full time

Job summary

REALIGN LLC in Montreal, QC is seeking a Bilingual French Support Analyst to provide Level 1 IT support and act as the primary contact for user requests. The role demands strong communication, case management, and escalation skills to resolve issues within defined SLAs.

The successful candidate will handle Level 1 IT/service desk duties, communicate in French and English, manage incidents and requests, and coordinate with other IT teams to ensure timely resolution in a hybrid work setup.

Qualifications

• Level 1 IT/service desk experience
• Fluent in French and English
• Knowledge of incident, problem, request and escalation management
• Experience with case/ticket management and SLA-driven support
• Strong customer service and troubleshooting skills
• Ability to manage multiple requests and coordinate with technical support teams

Responsibilities

• Provide Level 1 support for all in-scope IT services
• Act as the Single Point of Contact (SPOC) for user requests and incidents
• Resolve issues on first contact where possible and route complex issues appropriately
• Perform active case management and maintain ownership of requests
• Coordinate with downstream support groups to drive issues to resolution
• Monitor incident and problem status to ensure timely closure within SLAs
• Escalate incidents and problems per escalation procedures
• Develop and maintain call prioritization guidelines and escalation processes
• Maintain accurate case documentation and communicate clearly with users and teams

Skills

Bilingual French/English

Level 1 IT support

Incident management

SLA-driven support

Case/ticket management

Customer service

Job description

Location: Montreal, QC
Work Arrangement: Hybrid
Employment: Full Time

Job Description

We are seeking a Bilingual French Support Analyst to provide Level 1 technical support and serve as the primary point of contact for user requests. The role requires strong communication, case management, incident handling, and escalation skills to ensure timely resolution within defined service levels.

Key Responsibilities

• Provide Level 1 support for all in-scope IT services
• Act as the Single Point of Contact (SPOC) for user requests and incidents
• Resolve issues on first contact whenever possible and route complex issues to the appropriate support teams
• Perform active case management and maintain end-to-end ownership of assigned requests
• Coordinate with downstream support groups to drive issues through to resolution
• Monitor incident and problem status to ensure timely closure within defined SLAs
• Escalate incidents and problems according to established escalation procedures
• Develop and maintain call prioritization guidelines and escalation processes
• Maintain accurate case documentation and provide clear communication to users and support teams

Required Skills

• Strong French and English bilingual communication skills
• Knowledge of incident, problem, request, and escalation management
• Experience with case/ticket management and SLA-driven support
• Strong customer service, troubleshooting, and communication skills
• Ability to manage multiple requests and coordinate with technical support teams

Required Skills

• Experience in Level 1 IT/service desk support
• Strong French and English bilingual communication skills
• Knowledge of incident, problem, request, and escalation management
• Experience with case/ticket management and SLA-driven support
• Strong customer service, troubleshooting, and communication skills
• Ability to manage multiple requests and coordinate with technical support teams