Bilingual IT Support Engineer

Experience: 3–6 years

Must Have Technical Skills:

- Interaction with team members for knowledge sharing, knowledge transition and issue resolution.
- Stakeholder management, sharing regular updates and assisting in preparing operational reports.
- Triaging of issues and coordination with cross-functional teams for timely resolution.
- Follow service management processes (e.g. Incident, Change, Capacity, Problem, etc.).
- Maintaining agreed SLA levels and assuring quality of delivery at all times.
- Adhere to shift rotation plan and operating model.
- Interaction with SMEs on functional issues.
- Coordinate communications between suppliers and business stakeholders for their particular area.
- Track and report progress to stakeholders.
- Working experience in ServiceNow and knowledge of Incident, Problem, Change, SLM and Knowledge Management processes.
- Shift timings: Monday to Friday, morning 7:00 am–7:00 pm (8-hour job, ROTA will be available).
- On-call support beyond office hours (rarely needed).
- Extended shift timings and weekend working based on customer requirements.
- Working with a manufacturing customer will be an added advantage.




- Fluent in French language.

Roles and Responsibilities:

- Day-to-day incident monitoring and resolution (ServiceNow preferred).
- Interaction with client (IT & Business users) on functional issues.
- Triaging of issues and coordination with cross-functional teams for timely resolution.
- Follow service management processes (e.g. Incident, Change, Capacity, Problem, etc.).
- Maintaining agreed SLA levels and assuring quality of delivery at all times.
- Adhere to shift rotation plan and operating model.
- Interaction with SMEs on functional issues.
- Coordinate communications between suppliers, OEM, and other IT stakeholders for their particular area.
- Track and report progress to stakeholders.
- Willing to work in shifts (between 7am to 7pm), this is mandatory.
- Versatile.
- Excellent communication skills.
- Continuous learning attitude.
- Team worker.
- Meticulous.

Key Words to Search in Resume:

- IT-OT Support
- Support
- Operational Technologies
- Aerospace
- Knowledge of Manufacturing IT Environment
- Application Support

📌 Bilingual IT Support Engineer (Montreal)
🏢 Astra North Infoteck
📍 Montreal