[Hiring] Bilingual IT Help Desk Support Technician @#twiceasnice Recruiting

Role Description

Our client, a long-standing IT services firm, is seeking a Bilingual IT Help Desk Support Technician to join their remote night-shift support team. In this role, you will provide front-line technical support to end-user clients across hardware, software, Microsoft 365, connectivity, and basic networking issues. This position is ideal for someone with at least 2 years of IT/help desk experience who is comfortable working independently during overnight hours while following documented processes, maintaining clear ticket notes, and escalating issues appropriately. The ideal candidate is a reliable, process-driven troubleshooter who communicates clearly in both English and French and takes pride in delivering responsive, professional support to clients. This is a great opportunity to continue growing your IT career with a stable, client-focused technology services firm that values strong documentation, teamwork, and ongoing technical development.

Responsibilities

• Monitor overnight alerts and perform initial triage on client systems and infrastructure
• Respond to and resolve support tickets, emails, and limited inbound calls overnight
• Support desktops, laptops, printers, mobile devices, and VPN issues
• Troubleshoot connectivity, workstation, VPN, and user account issues
• Use remote support tools to resolve user and system issues
• Create users, reset passwords, map network drives and complete assigned tasks
• Escalate urgent issues or hand them off to the right team
• Document troubleshooting steps, updates, resolutions, and handoffs
• Follow checklists and escalation procedures
• Communicate clearly with users, internal teams, and day shift
• Contribute to internal documentation and knowledge base

Qualifications

• Training in Computer Science, IT Support or related field required
• 2+ years of help desk or IT support experience required
• Microsoft O365 and Active Directory administration experience required
• Knowledge of networking concepts (including VPNs and email protocols) required
• Proficiency with ticketing systems required
• Bilingual fluency in English and French (written & spoken) required
• Must be willing/able to work overnight hours, Tuesday-Friday, 12:00 am-8:00 am Eastern Time

Benefits

• Medical Insurance (60% paid for by company after 4 mos.)
• Vacation
• Paid Sick Days
• Certification Reimbursement
• Online Training Courses Available