IT Support Specialist – Bilingual (English/French)

About the role

We are looking for a proactive IT Support Specialist to provide first and second‑line assistance to our users. The role involves on‑site troubleshooting, incident management, and collaboration with system and database administrators to ensure smooth IT operations.

Key responsibilities

• Analyse incidents and act as the primary liaison for customers to maximise first‑call resolution.
• Deliver first‑ and second‑line on‑site support for desktops, laptops, smartphones, tablets and video‑conferencing equipment.
• Record, track and document incidents, problems and service requests.
• Participate in PC environment reconfiguration and installation projects.
• Document operational procedures and contribute technical content to the knowledge base.
• Assist in testing and administration of applications.
• Coordinate with system and database administrators to execute administrative tasks.

Required profile

• Minimum 4 years of professional experience in IT support.
• Fluent in written and spoken English and French.
• Highly autonomous with strong problem‑solving and analytical abilities.
• Excellent communication and presentation skills in a high‑demand environment.
• ITIL V4 Foundation certification (or willing to obtain within three months of start).

Required skills

• Proficiency with MS Office applications.
• Strong knowledge of Windows 11 and end‑user computer environments.
• Experience supporting desktops, laptops, smartphones, tablets and video‑conferencing tools.
• Understanding of major mobile platforms and core mobile applications.
• Familiarity with Jira, Azure and ServiceNow (nice to have).