Bilingual Technical Support Analyst (French/English)
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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

Solid 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

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📌 Bilingual Technical Support Analyst (French/English) (Alberta)
🏢 SearchLabs
📍 Alberta