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 workplace
- 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 fast-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

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