Bilingual IT Support Specialist (French/English)

Job Description

Bilingual IT Support Specialist (French / English)

• Contract to hire role - 3 months
• Quebec, Canada Quebec City / Montreal areas
• Hybrid (75% - on the client site / 25% - remote)
• Comprehensive benefits package, competitive salary, vacation, bonus, paid overtime

Who are you?

You are an experienced Bilingual IT support professional, who thrives in a can do environment, and enjoys a client facing role to respond to client inquiries, running diagnostic programs, isolating problems, and determining and implementing solutions with a limited scope of support.

If this sounds like you, you can stop looking.

Who is the employer?

The has partnered with our client, it is a well-recognized and award-winning company providing a full suite of IT services and solutions to their customers for over 20 years.

They are well experienced team provides services in IT Consulting, Network Installations, Lifecycle Management, Project Development, Managed Services, Software and Hardware.

Now, our client is looking to hire an experienced Bilingual IT Support Analyst in their Quebec locations to support their clients.

Would you be interested to join their successful team?

What you will be doing

As the Bilingual IT Support Specialist, you will be reporting to the IT Manager and working directly at the client’s office environment and remotely.

Your main responsibilities will include providing up to L2-L3 technical support related to maintaining and Troubleshooting IT Infrastructure.

Practically speaking you will :

Provide advanced technical support and assistance to end-users experiencing issues with hardware, software, network, or other IT-related problems.

Utilize remote support tools to troubleshoot and resolve technical issues for users located off-site. Resolve complex issues and inquiries in a timely and efficient manner.

Perform hardware installations, upgrades, and repairs at physical locations.

Troubleshoot and resolve complex technical issues that require physical access to hardware or equipment.

Respond to and resolve IT incidents and service requests within agreed-upon service level agreements (SLAs), while keeping stakeholders informed of progress and resolutions.

Act as a point of escalation for the IT support team and offers guidance and expertise with strong technical knowledge, to ensure effective problem resolution.

Monitor and maintain IT infrastructure, including servers, networks, and other critical systems, to ensure optimal performance and availability.

Conduct remote diagnostics and system checks, to identify and address network and software issues. Resolve technical issues, either remotely or on-site, to minimize downtime and disruptions to business operations.

Collaborate with clients to understand their business needs and goals, providing strategic IT consulting to align technology solutions with organizational objectives.

Conduct technology assessments and proposes recommendations for system improvements and optimizations.

Lead the implementation of IT solutions, including hardware, software, and network infrastructure, ensuring a seamless integration of new technologies into existing systems, minimizing downtime and disruptions.

Collaborate with other IT teams or vendors to coordinate on-site support activities for large-scale projects or system implementations.

Effectively manage and oversees IT projects, ensuring they are delivered on time, within scope, and within budget. Provide regular project updates to stakeholders and addresses any issues or risks that arise.

Conduct user training sessions for end-users and IT staff to enhance their technical skills and knowledge, provides education on IT best practices, security protocols, and how to use new software or hardware effectively.

Provide hands-on training and support to end-users on-site, including assisting with software usage, configuration, and troubleshooting.

Facilitate knowledge transfer sessions to ensure a smooth transition of new technologies and processes and enable proper adoption.

Create, maintain, and update comprehensive documentation for IT systems, procedures, and configurations to ensure knowledge transfer and compliance with organizational standards.

Develop user guides and training materials to support end-users in utilizing IT solutions effectively.

Conduct preventive maintenance tasks on servers, networking equipment, and other critical infrastructure components.

Plan and implements system upgrades, patch, and update to improve security, performance, and functionality across the IT infrastructure.

Implement and manage backup and disaster recovery solutions to ensure data integrity and minimize the risk of data loss in the event of system failures or disasters.

Implement and enforce system security measures, such as firewalls, antivirus software, and access controls, to protect IT assets from unauthorized access, cyber threats, and data breaches.

Ensure accuracy and that the services delivered meet quality standards and customer requirements.

Identify opportunities for process improvements and efficiencies.

Deliver a positive customer experience, by being accurate, ensuring quality, adhering to company policies and procedures, meeting deadlines, and ensuring customer satisfaction.

Liaise with vendors and service providers to procure IT hardware, software, and services, as well as manages vendor relationships and contracts.

Ensure compliance with relevant regulations, standards, and policies governing IT infrastructure, data privacy, and security.

The Details

This is a contract-to-hire role for 3 months, which will transition to a full-time, permanent position. The schedule is Monday to Friday, requiring a minimum of 40 hours per week, with some projects necessitating work outside of regular hours or on weekends.

The company offers overtime pay and reimburses gas expenses for travel to client sites. The position will start with 100% onsite work at the client's location, then transition to 75% onsite and 25% remote, eventually becoming 25% onsite and 75% remote.

Upon becoming a permanent employee, the employee will enjoy competitive wages, an annual performance bonus, paid overtime, an excellent benefits package, and vacation time.

The Drivers’ License and driving record in good standing are required.

What you will bring :

• Fully fluent, full proficiency French & English read, written, and spoken
• Bachelor’s degree in computer science, or a related field - along with professional certifications.
• Technical skills, customer support and interpersonal skills.
• 8-10 years of IT support experience including consulting experience.
• 3 5 years of experience in Systems admin role (preferable).
• The following certifications are desirable - CompTIA Server+, CompTIA Network+, Cisco Certified Network Associate, Microsoft Certified : Azure Administrator Associate
• Strong understanding of computer hardware, software, and networking components, as well as familiarity with various operating systems.
• Ability to identify and resolve hardware and software issues efficiently.
• Experience to conduct tests to ensure the accuracy and functionality of IT systems.
• Excellent verbal and written communication skills to interact with internal team and customers effectively.
• Precision in configuring systems and maintaining accurate records.
• Ability to prioritize tasks and manage time effectively to meet deadlines.
• Technical capability and strong logical and critical thinking to successfully address and resolve IT issues on-site.
• Drivers’ License and driving record in good standing, due to on-site work.
30+ days ago