Bilingual IT Support Engineer
- Mirabel, QC, Canada
Full-time
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Job details
- Job type
- Full-time
- Apply by
- Experience
- Experience: 3–6 years
- Posting language
- English
- Posted
Original job description
Bilingual IT Support Engineer
Mirabel, QC- 5 Days Onsite
Experience: 3–6 years
Must Have Technical Skills:
• Interaction with team members for knowledge sharing, knowledge transition, and issue resolution.• Stakeholder management, sharing regular updates, and assisting in preparing operational reports.
• Triaging of issues and coordination with cross-functional teams for timely resolution.
• Follow service management processes (e.g. Incident, Change, Capacity, Problem, etc.).
• Maintaining agreed SLA levels and assuring quality of delivery at all times.
• Adhere to shift rotation plan and operating model.
• Interaction with SMEs on functional issues.
• Coordinate communications between suppliers and business stakeholders for their particular area.
• Track and report progress to stakeholders.
• Working experience in ServiceNow and knowledge of Incident, Problem, Change, SLM, and Knowledge Management processes.
• Shift timings: Monday to Friday, morning 7:00 am–7:00 pm (8-hour job, ROTA will be available).
• On-call support beyond office hours (rarely needed).
• Extended shift timings and weekend working based on customer requirements.
• Working with a manufacturing customer will be an added advantage.
• Fluent in French language.
Roles and Responsibilities:
• Day-to-day incident monitoring and resolution (ServiceNow preferred).• Interaction with client (IT & Business users) on functional issues.
• Triaging of issues and coordination with cross-functional teams for timely resolution.
• Follow service management processes (e.g. Incident, Change, Capacity, Problem, etc.).
• Maintaining agreed SLA levels and assuring quality of delivery at all times.
• Adhere to shift rotation plan and operating model.
• Interaction with SMEs on functional issues.
• Coordinate communications between suppliers, OEM, and other IT stakeholders for their particular area.
• Track and report progress to stakeholders.
• Willing to work in shifts (between 7am to 7pm), this is mandatory.
• Flexible.
• Excellent communication skills.
• Continuous learning attitude.
• Team worker.
• Meticulous.
More about this job
Responsibilities
Monitor and resolve day-to-day IT incidents, triage issues, and coordinate with clients, subject matter experts, suppliers, and cross-functional teams. Follow service management processes, maintain service levels, communicate progress, and support operational reporting while working assigned shifts.
Requirements
The role requires 3–6 years of experience, fluency in French, and working knowledge of ServiceNow and incident, problem, change, service level, and knowledge management processes. Candidates must be willing to work rotating shifts between 7 a.m. and 7 p.m., with occasional on-call, extended-shift, or weekend work as required.
Skills
- French Fluency
- IT Support
- Incident Management
- Problem Management
- Change Management
- Service Level Management
- Knowledge Management
- ServiceNow
- Issue Triage
- Stakeholder Management
- Cross-Functional Coordination
- SLA Management
- Operational Reporting
- Supplier Coordination
- Communication
- Teamwork
Visa sponsorship
Not detected in the job text
Categories
- Technology
- Customer Service & Support
- Consulting
- Manufacturing
Keywords
- ServiceNow
- IT Support
- Incident Management
- Problem Management
- Change Management
- Capacity Management
- Service Level Management
- Knowledge Management
- Service Management
- SLA
- Issue Triage
- Stakeholder Management
- Operational Reporting
- Cross-Functional Coordination
- Supplier Coordination
- Manufacturing
- French
- Shift Rotation
- On-Call Support
- Incident Resolution