Job Title: Bilingual Service Desk Analyst (French/English) – Remote (Canada)

Location: Remote (Canada)

Duration: 12-Month Contract (Potential Extension)

Eligibility: Must be a Canadian Citizen

Language Requirement: Fluent in French & English (Mandatory)

Job Overview

We are seeking a skilled Bilingual Service Desk Analyst to provide first-level technical support to end users in a fast-paced, enterprise environment. The ideal candidate will have strong troubleshooting skills, excellent customer service abilities, and experience supporting a wide range of IT systems and applications.

This role requires someone who can efficiently resolve technical issues while delivering a high-quality customer experience in both French and English.

Top Skills Required

• Service Desk / Helpdesk Support
• Strong Customer Service Skills
• Technical Troubleshooting

Key Responsibilities

• Provide Level 1 technical support via phone, email, and remote tools
• Troubleshoot hardware, software, network, and VPN-related issues
• Diagnose and resolve issues related to:
• Windows and Mac operating systems
• Microsoft Office, Adobe, Google Workspace, and other applications
• Support Active Directory tasks (user accounts, password resets, access issues)
• Troubleshoot Outlook/Exchange and email-related issues
• Assist with internet connectivity and wireless router issues
• Use remote support tools (e.g., Bomgar, TeamViewer, LogMeIn) to resolve incidents
• Log, track, and manage tickets using tools like ServiceNow or Remedy
• Collaborate with multiple teams and vendors to ensure timely resolution
• Communicate technical solutions clearly to non-technical users

Required Technical Skills

• Strong troubleshooting experience in desktop and application support
• Knowledge of VPN concepts and hands-on troubleshooting experience
• Understanding of networking fundamentals (DNS, DHCP, TCP/IP)
• Experience with Active Directory and domain environments
• Familiarity with virtual environments (Citrix / Virtual Machines)
• Experience with ticketing systems (ServiceNow, Remedy, etc.)
• Proficiency in remote support tools

Required Qualifications

• Fluency in French and English (both verbal and written)
• Proven experience in Service Desk or Technical Helpdesk role
• Strong communication and problem-solving skills
• Ability to handle high-volume support environments
• Customer-focused mindset with excellent interpersonal skills
• Ability to explain technical concepts in simple terms

Nice to Have

• Experience working in multi-vendor or enterprise environments
• Exposure to cloud environments or modern IT infrastructure
• IT certifications (CompTIA, Microsoft, etc.)

Why Join Us?

• 100% Remote opportunity
• Work with a dynamic, global team
• Opportunity to enhance technical and customer-facing skills
• Competitive contract with potential for extension

Call to Action

If you are a bilingual IT support professional looking for your next opportunity, apply now and be part of a fast-growing support team!

Job Type: Contract

Contract length: 12 months

Pay: $20.00-$25.00 per hour

Work Location: Remote