Bilingual End User Techncal Support Analyst

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 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