Bilingual Technical Support Analyst (French/English)Join to apply for the Bilingual Technical Support Analyst (French/English) role at SearchLabsRole: Technical Bilingual (French/English) Support Analyst – Level 1/2Type: Full-timeLocation: MississaugaEnvironment: RemoteYou 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 ResponsibilitiesRespond to user queries via phone, email, chat, or the IT service management solution in a timely and professional mannerLog and track all incidents and service requests in ServiceNowProvide first and second‐level diagnosis and resolution for hardware, software, network, and application issuesEscalate unresolved issues to other Dept Level 2/3 support teams according to escalation proceduresAssist with setting up and configuring desktops, laptops, mobile devices,



and peripherals using Intune/AutopilotSupport user account management including password resets and access permissionsFollow up with users to ensure full resolution of issuesDocument troubleshooting steps, solutions, and user feedbackMaintain knowledge base articles and contribute to continuous service improvementRequirements3+ years of experience in an IT support/Helpdesk role with level 2 dutiesBilingual in English and French – Excellent oral and written communication skills in both languagesSolid understanding of Windows operating systems, Windows 11Strong understanding of Office 365, email clients, and common productivity toolsExcellent problem‐solving and communication skillsStrong customer service orientation and interpersonal skillsAbility to work in a team environment and follow established processesPost‐secondary education in a technical field or equivalentRelevant certifications (e.G., CompTIA A+, ITIL Foundation) would be considered an advantageExperience with ServiceNow and remote support tools would be considered an advantageBenefitsCompetitive compensation package including base, bonus, perks and pension planSeniority levelMid‐Senior levelEmployment typeFull‐timeJob functionInformation TechnologyManufacturing

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