Technicien TI niveau 1 Bilingue - Hybride

Our client, a Canadian leader in the property and casualty insurance sector, is seeking proactive IT Service Desk Specialists to join their enterprise technical support team. In this role, you will serve as the primary point of contact for internal staff, providing frontline technical assistance via phone and live chat. You will troubleshoot computer environments, resolve access issues, and leverage modern ticketing tools—enhanced with AI capabilities—to ensure high customer satisfaction and optimal operational continuity.

Advantages
Flexible hybrid model (fully on-site in Laval for the initial onboarding period, transitioning to 2 days per week on-site).

Opportunity to work within an enterprise-scale infrastructure using cutting-edge ITSM tools and AI integrations.

Collaborative culture focused on continuous development and technical growth.

Possibility of contract extension.

Responsibilities
Serve as the first line of contact via telephone and chat to resolve hardware, software, and connectivity inquiries for internal employees.

Accurately log, track, and manage technical incidents within the ServiceNow ticketing platform while maintaining strict documentation standards.

Perform secure identity and access management functions across corporate environments (LAN, email, and legacy centralized systems).

Conduct initial diagnostics using analytical techniques to solve problems at first contact or escalate complex issues to Tier 2/3 technical teams following established protocols.

Contribute to internal knowledge bases to streamline future issue resolution and enhance support efficiency.

Meet key performance metrics including average handle time, first-contact resolution, and ticket throughput while adhering to quality assurance standards.

Qualifications
Diploma or formal education in Computer Science, Information Technology, or a related field (DEP/DEC).

Minimum 1 to 2 years of hands-on experience in a technical support desk or IT helpdesk environment.

Proven experience working with ServiceNow (mandatory).

Strong technical proficiency in Windows environments, macOS, MS Office, basic networking concepts, and remote access systems (Citrix and RSA are considered assets).

Familiarity with Google Cloud Platform environments is a strong plus.

Demonstrated problem-solving ability, resourcefulness, fast typing skills, and strong customer-service orientation.

Availability to work flexible 7-hour shifts scheduled between 6:00 AM and 9:00 PM, Monday to Friday, with occasional Saturday coverage (7:30 AM to 3:30 PM).

Our client operates in Canada. The company takes all reasonable steps to limit the number of positions in Quebec that require knowledge of a language other than French, and only requires it when necessary and its existing bilingual employees are unable to perform these duties. Based on an assessment conducted by our client, it has been determined that this position requires candidates to be fluent in English (both spoken and written). In particular, this position will require the employee to interact with centralized internal departments (e.g., Operations / HR / Finance / Legal / Contracts / Sales) that support the organization in Canada and that do not speak French.

Summary
Location: Laval, QC (Hybrid: 100% on-site during onboarding, then 2 days/week on-site)

Duration: 6-month contract (with extension potential)

Position Type: Contract (35 hours/week, shift rotations)

Randstad Canada is committed to fostering a workforce reflective of all peoples of Canada. As a result, we are committed to developing and implementing strategies to increase the equity, diversity and inclusion within the workplace by examining our internal policies, practices, and systems throughout the entire lifecycle of our workforce, including its recruitment, retention and advancement for all employees. In addition to our deep commitment to respecting human rights, we are dedicated to positive actions to affect change to ensure everyone has full participation in the workforce free from any barriers, systemic or otherwise, especially equity-seeking groups who are usually underrepresented in Canada's workforce, including those who identify as women or non-binary/gender non-conforming; Indigenous or Aboriginal Peoples; persons with disabilities (visible or invisible) and; members of visible minorities, racialized groups and the LGBTQ2+ community.

Randstad Canada is committed to creating and maintaining an inclusive and accessible workplace for all its candidates and employees by supporting their accessibility and accommodation needs throughout the employment lifecycle. We ask that all job applications please identify any accommodation requirements by sending an email to accessibility@randstad.ca to ensure their ability to fully participate in the interview process.