Bilingual IT Support Specialist (ISP Service Desk)
Job Location:
Monthly Salary:
Posted on:
30+ days ago
Posted on:
Vacancies:
1 Vacancy
Vacancies:
Job Summary
Job Title: Bilingual IT Support Specialist (ISP / Service Desk)
Shift: On call 4-months contract with possibility of extension
Wage in CAD: 18$ an hour
Location: Montreal Onsite
Department: Information Technology
Reports To: Head Operations
Job Summary
We are seeking a Bilingual IT Support Specialist to provide first-level technical support to end users in a fast-paced environment. The role requires hands-on experience in ISP operations and service desk support with the ability to troubleshoot technical issues ensure timely resolution and deliver excellent customer service in both English and French.
Key Responsibilities
End User Support
Working Conditions
Shift: On call 4-months contract with possibility of extension
Wage in CAD: 18$ an hour
Location: Montreal Onsite
Department: Information Technology
Reports To: Head Operations
Job Summary
We are seeking a Bilingual IT Support Specialist to provide first-level technical support to end users in a fast-paced environment. The role requires hands-on experience in ISP operations and service desk support with the ability to troubleshoot technical issues ensure timely resolution and deliver excellent customer service in both English and French.
Key Responsibilities
End User Support
- Provide Level 1 & Level 2 technical support for hardware software and network-related issues
- Respond to service requests via ticketing system email chat and other interaction channels
- Troubleshoot desktops laptops printers mobile devices and user applications
- Support users with account setup password resets and access issues
- Log track and resolve incidents and service requests within SLA timelines
- Escalate unresolved issues to appropriate teams (Level 3 / Network / Infra)
- Perform all aspects of customer service related to the products and services provided to our clients
- Maintain accurate documentation of issues and resolutions in the service desk system
- Attend to alerts/alarms from the monitoring tools
- Provide basic troubleshooting related to Internet connectivity routers modems and VPNs
- Diagnose issues related to bandwidth latency outages and connectivity interruptions
- Coordinate with network providers(carriers) and internal teams for issue resolution
- Monitor and support ISP-related service performance and incidents
- Deliver high-quality support in a professional and customer-focused manner
- Communicate effectively with users in both supported languages
- Provide clear instructions and updates on ticket status
- Diploma or degree in Information Technology Computer Science or related field
- 25 years of experience in IT support / service desk / helpdesk environment
- Experience working with an Internet Service Provider (ISP) or supporting connectivity environments
- Proven experience with ticketing tools (e.g. ServiceNow Zendesk Freshdesk OTRS etc.)
- Strong knowledge of:
- Windows OS
- MacOS (asset)
- MS Office / Microsoft 365 / Outlook
- Active Directory (user management permissions)
- VPN remote desktop tools basic networking (TCP/IP DNS DHCP)
- Familiarity with:
- Network troubleshooting tools
- Hardware diagnostics and setup
- Fluent in English and French written and verbal
- Ability to provide user support in both languages is mandatory
- Strong problem-solving and analytical skills
- Excellent communication and interpersonal skills
- Ability to prioritize and manage multiple tickets
- Customer-first mindset with high attention to detail
- Ability to work independently and as part of a team
- IT certifications (e.g. CompTIA A Network ITIL)
- Experience in regulated or high-compliance environments
- Exposure to remote support tools and hybrid work setups
Working Conditions
- May require shift-based support or on-call rotation
- Fast-paced SLA-driven environment
Required Experience:
Senior IC
About Company
Pathway Communications: Your trusted choice for Outsourced IT support services in Toronto. Elevate your business with our expertise and boost your business efficiency.
