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 Workplace
Application Support

📌 Bilingual It Support Engineer Montreal
🏢 Astra North Infoteck
📍 Montreal