We are seeking a Bilingual End User Technical Support Analyst (English/French) to join a leading enterprise client in the Greater Toronto Area. This role is ideal for a customer-focused IT professional with strong desktop support experience, excellent troubleshooting skills, and the ability to provide exceptional technical assistance to a diverse user base, including executive-level stakeholders.

The successful candidate will provide end-user support across Windows and macOS environments, troubleshoot hardware, software, and network issues, and deliver a high level of customer service in a fast-paced corporate setting.

Key Responsibilities

Provide Tier 1/Tier 2 technical support for desktops, laptops, mobile devices, printers, and peripherals.

Troubleshoot hardware, software, application, and connectivity issues.

Support users via phone, email, chat, and remote support tools.

Manage incidents and service requests through ticketing platforms.

Install, configure, and maintain hardware and software solutions.

Escalate complex technical issues to appropriate support teams.

Ensure timely resolution of tickets while meeting service level agreements (SLAs).

Provide white-glove/VIP support to executive users.

Document troubleshooting steps, resolutions, and knowledge base articles.

Required Qualifications
Technical Skills
Experience supporting:

Windows 10/11 and macOS environments

Desktops, laptops, printers,



and peripheral devices

Microsoft Office 365 and enterprise applications

Strong knowledge of:

TCP/IP

DNS

DHCP

VPN

Wi-Fi and network connectivity troubleshooting

Experience with:

ServiceNow, Remedy, or similar ticketing systems

Remote support tools

Endpoint management technologies such as Intune, SCCM/MECM, or JAMF

Previous experience in a large enterprise environment

Experience supporting executive and VIP users

Banking or financial services industry experience is considered a strong asset

Soft Skills

Excellent verbal and written communication skills in English and French

Strong customer service and relationship management skills

Ability to communicate technical concepts to non-technical users

Strong problem-solving and troubleshooting abilities

Ability to prioritize multiple tasks in a rapid-paced environment

Professional, patient, and customer-centric approach

Language Requirement
Bilingualism (English and French) is required.

Candidates must be comfortable providing technical support and communicating professionally in both languages.

Why Join Us?

Hybrid work model - 3 Days Onsite in Scarborough, ON

Opportunity to support a large enterprise client

Collaborative team environment

Exposure to modern enterprise technologies and IT support practices

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📌 Bilingual End User Techncal Support Analyst (Ontario)
🏢 HCL Technologies
📍 Ontario