Bilingual IT Support Analyst (English/French)

About the role

We are looking for a bilingual IT Support Analyst to provide first‑line assistance to our international customers. You will handle help‑desk queries, configure equipment, maintain backups, and install or remove software while ensuring a smooth experience for end users.

Key responsibilities

• Diagnose and resolve hardware, software, and network issues via telephone for end users.
• Escalate and route complex problems to internal support groups.
• Coordinate with vendors and collaborate with support staff to acquire technical knowledge.
• Administer user access across various systems.
• Document incidents, work requests, and resolutions in the call‑tracking system.

Required profile

• Minimum 1 year of experience in IT customer service or technical support.
• Fluent in both English and French, with strong verbal and written communication skills.
• Ability to quickly learn new technologies and handle unexpected situations.

Required skills

• Good working knowledge of Windows OS and Microsoft Office.
• Familiarity with internet browsers, antivirus, and firewall software.
• Understanding of PC hardware components.
• Experience with ITSM tools such as ServiceNow, Remedy, or Jira.
• Knowledge of ITIL processes (certification is a plus).