Deliver bilingual Level 2 remote support using Windows, Microsoft 365, and endpoint management expertise. Resolve escalations in the user's language while meeting SLAs consistently.

This analyst resolves incidents and service requests across operating systems, networks, applications, and endpoint management. The work covers Windows 10/11, macOS, iOS, Android, Microsoft 365, and Active Directory or Entra ID. Transparent communication supports user updates and agreed follow-ups.

Key Responsibilities:

Resolve escalated Level 2 incidents and service requests within SLA

Troubleshoot Windows, macOS, iOS, and Android devices remotely

Diagnose LAN, WAN, Wi-Fi, VPN, DNS, DHCP, and TCP/IP issues

Manage Intune, Entra ID, Active Directory, MFA, and access provisioning





Document fixes and maintain knowledge-base articles in local languages

Requirements:

Five or more years of IT support experience

At least three years of Level 2 support experience

Strong Windows, Microsoft 365, and Active Directory or Entra ID skills

Networking fundamentals covering TCP/IP, DNS, DHCP, VPN, and wireless

Fluent written and spoken language skills required for location

Apply bilingual support, endpoint management, and networking expertise to resolve escalated incidents and improve user service outcomes.

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📌 Bilingual Level 2 Service Desk Analyst (Toronto)
🏢 Yochana
📍 Toronto