Bilingual IT Help Desk Support Technician – Night Shift

This is a fully remote position, open to applicants in Canada.

📋 Description

• Oversee overnight alerts and conduct initial triage on client systems and infrastructure.

• Address and resolve support tickets, emails, and limited inbound calls during overnight hours.

• Provide support for desktops, laptops, printers, mobile devices, and VPN-related issues.

• Diagnose connectivity, workstation, VPN, and user account problems.

• Utilize remote support tools to address user and system challenges.

• Create user accounts, reset passwords, map network drives, and complete assigned tasks.

• Escalate urgent matters or transfer them to the appropriate team.

• Document troubleshooting processes, updates, resolutions, and handoffs.

• Adhere to checklists and escalation protocols.

• Communicate effectively with users, internal teams, and the day shift.

• Contribute to the development of internal documentation and knowledge base.

⛳️ Requirements

• A degree or training in Computer Science, IT Support, or a related field is required.

• A minimum of 2 years of experience in help desk or IT support is required.

• Experience with Microsoft O365 and Active Directory administration is required.

• Familiarity with networking concepts, including VPNs and email protocols, is required.

• Proficiency in using ticketing systems is required.

• Bilingual fluency in English and French (both written and spoken) is required.

• Must be willing and able to work overnight hours from Tuesday to Friday, 12:00 am to 8:00 am Eastern Time.

🏝️ Benefits

• Medical Insurance (60% paid by the company after 4 months).

• Vacation.

• Paid Sick Days.

• Certification Reimbursement.

• Access to Online Training Courses.