Bilingual Technical Support Analyst (French/English) Join to apply for the Bilingual Technical Support Analyst (French/English) role at SearchLabs Role: Technical Bilingual (French/English) Support Analyst – Level 1/2 Type: Full-time 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. 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 Maintain knowledge base articles and contribute to continuous service improvement 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 ~ Strong customer service orientation and interpersonal skills ~ Post‑secondary education in a technical field or equivalent ~ CompTIA A+, ITIL Foundation) would be considered an advantage ~ Experience with ServiceNow and remote support tools would be considered an advantage Competitive compensation package including base, bonus, benefits and pension plan Mid‑Senior level Full‑time Information Technology

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