Job ID: 14373

Job Title: Bilingual Senior Service Desk/System Administrator

Contract Length: Permanent

Location: Remote, however on-call duties may be required as part of a rotating support schedule. The incumbent must be available to provide after-hours, weekend, and holiday support for critical incidents, infrastructure maintenance, and business continuity needs in a 24/7 operational environment in both Ottawa, ON and Montreal, QC.

Federal Government Clearance Level Required: Enhanced Reliability Status

Language: Fluently Bilingual (English/French)

Vacancy Type

- New position

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About Us

Maplesoft Group is currently seeking a Bilingual Senior Service Desk/System Administrator for a permanent opportunity. This is a remote position, however on-call duties may be required as part of a rotating support schedule. The incumbent must be available to provide after-hours, weekend, and holiday support for critical incidents, infrastructure maintenance, and business continuity needs in a 24/7 operational environment in both Ottawa, ON and Montreal, QC.

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Position Summary The Senior Service Desk &

- Systems Administrator is responsible for providing advanced technical support, maintaining IT infrastructure, and ensuring the reliability, security, and performance of enterprise systems. This role serves as the escalation point for complex service desk issues while also managing servers, networks, cloud environments, user administration, and IT security initiatives. The position requires strong troubleshooting skills, customer service excellence, and the ability to lead technical projects and mentor junior IT staff.

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Key Responsibilities

Service Desk Leadership

- Serve as the senior escalation point for complex technical issues.
- Provide Level 2 and Level 3 support for end users across multiple locations.
- Monitor and manage service desk ticket queues to ensure service level agreements (SLAs) are met.
- Analyse recurring incidents and implement long-term solutions.
- Develop and maintain support documentation, knowledge base articles, and standard operating procedures.




- Mentor and provide technical guidance to Service Desk Analysts and junior IT staff.

Systems Administration
- Install, configure, maintain, and troubleshoot Windows and Linux servers.
- Administer Active Directory, Group Policy, DNS, DHCP, and identity management systems.
- Manage Microsoft 365 environments, including Exchange Online, Teams, SharePoint, Intune, and Entra ID (Azure AD).
- Perform system upgrades, patch management, and lifecycle maintenance activities.
- Monitor system performance and implement improvements to ensure availability and reliability.

Network Administration
- Support LAN, WAN, Wi-Fi, VPN, and firewall infrastructure.
- Troubleshoot connectivity, routing, and network performance issues.
- Coordinate with vendors and service providers to resolve infrastructure-related incidents.
- Maintain network documentation and configuration standards.

ITSM, Documentation &
- Continuous Improvement

- Ensure accurate ticket updates, resolution notes, and technical documentation.
- Contribute to and maintain knowledge base articles to improve first-contact resolution and enable user self-service.
- Track and support service performance metrics such as SLA adherence, first contact resolution, and customer satisfaction.
- Identify trends and recurring issues and participate in continuous service improvement initiatives.

Asset, Access &
- Compliance Support

- Support IT asset lifecycle activities including setup, inventory tracking, decommissioning, and disposal.
- Maintain spare equipment and consumables inventory (cables, adapters, peripherals).
- Ensure endpoint devices comply with security standards (patching, configuration, antivirus).
- Follow established policies for access management, data protection, and audit requirements.




- Assist with audits and compliance reviews by providing requested technical evidence and documentation.

Collaboration &
- Coverage

- Work closely with Infrastructure, Security, Compliance, and third-party vendors.
- Provide onsite coverage and respond to urgent support requests within agreed timelines.

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Required Qualifications

- 7+ years of progressive IT support and systems administration experience.
- Experience supporting enterprise Microsoft environments.
- Experience administering Microsoft 365, Active Directory, Azure, and virtualization technologies.
- Experience with IT service management (ITSM) practices and ticketing systems.
- Strong customer service, troubleshooting, and communication skills.
- Fluency in English and French (written and verbal).
- Customer-focused, professional, and proactive.
- Detail-oriented with strong documentation and writing skills.
- Analytical thinker with strong problem-solving and prioritization abilities.
- Highly collaborative team player with the ability to communicate effectively with both technical and non-technical stakeholders.
- Comfortable supporting executives and high-profile users in quick-paced environments.

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Compensation

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

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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.

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Application Submission Details

Submission Deadline

- Friday, August 28, 2026, 5:00pm EST

How To Apply

Click the "APPLY NOW"

- Button below:

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

📌 Bilingual Senior Service Desk/System Administrator (Ottawa)
🏢 Maplesoft Group, an SEB
📍 Ottawa