Tier 1, Deskside Support – Bilingual (Montreal

Job Title:Tier 1, Deskside Support –Bilingual (Montreal)
Job :89594
Location:Montreal, Quebec

Overview:
We are looking for a Bilingual Service Desk Agent to provide first-level technical support to end users across multiple office locations. In this role, you will troubleshoot hardware, software, and desktop issues while delivering excellent customer service through phone, email, and remote support tools.
You will work closely with the IT team, field service technicians, and management to ensure reliable desktop services, resolve technical issues, and contribute to ongoing IT support initiatives. The ideal candidate is customer-focused, technically skilled, and thrives in a collaborative environment.

What you will be doing:

• Provide first-level technical support via phone, email, remote access, and service management tools.
• Log, prioritize, and manage incidents and service requests while providing timely updates to users.
• Troubleshoot and resolve issues related to desktops, laptops, software, mobile devices, peripherals, user accounts, and system access.
• Perform initial troubleshooting of network, server, storage, and enterprise application issues, escalating when necessary.
• Support and administer Microsoft Windows 10, Active Directory, SCCM, and Microsoft Office 365.
• Liaise with internal and external support teams to resolve hardware and software issues.
• Create and maintain Service Desk documentation, procedures, and user guides.
• Participate in technical projects, testing, and continuous improvement initiatives.
• Stay current with emerging technologies and ITIL best practices.

What you must have:

• Diploma or degree in Information Technology or a related field, or an equivalent combination of education and experience.
• Minimum 1 year of experience providing technical support in a Help Desk or Service Desk environment.
• Experience supporting users in person, by phone, email, and remote support tools.
• Strong knowledge of:

• Microsoft Windows 10
• Active Directory
• SCCM
• Microsoft Office 365

Other Requirements:

• Fluent in English and French (spoken and written).
• Must be flexible to work rotating shifts between 7:00 AM and 8:00 PM Eastern Time, Monday to Friday.
• Must be eligible to obtain and maintain Reliability Status security clearance and successfully pass the Controlled Goods Program (CGP) security assessment.

Salary/Rate Range: $28.00–$36.00/hour (T4)