Trilingual Technical Support Technician – Canadian French

About the role

The Technical Support Technician provides 24x7 L2 support for OEM equipment, assisting customers and field engineers to restore service and maintain system performance. The role requires trilingual communication (including Canadian French) and close collaboration with internal teams.

Key responsibilities

• Review OEM system logs, configurations and network topologies to identify security breaches, component failures and performance issues.
• Maintain accurate incident records, perform triage, and manage tickets to ensure timely service restoration.
• Apply systematic troubleshooting techniques, guide field engineers remotely, and, when needed, travel to customer sites.
• Provide clear service updates, answer customer questions, and deliver courteous professional support.
• Follow IT escalation procedures, collaborate across technical teams, and manage ticket escalations between L2 and L3 based on SLA requirements.
• Work with service management, sales, and parts logistics to replace faulty hardware and verify correct part shipment.
• Participate in a 24x7x365 on‑call rotation to support global customers.

Required profile

• Proven experience as an L2 technical support engineer handling OEM equipment.
• Ability to work in a 24x7 on‑call environment and provide remote guidance.
• Fluency in English, Canadian French and a third language (trilingual capability).
• Strong communication skills for interacting with customers, field engineers and internal teams.

Required skills

• OEM equipment troubleshooting
• Log analysis and use of log processing tools
• Ticketing system usage
• Network topology knowledge
• System configuration analysis

What we offer

• Opportunity to work on complex enterprise infrastructure.
• Collaboration with global technical teams.
• Continuous learning in a fast‑paced support environment.