Trilingual Technical Support Technician (Canadian French)

About the role

The Technical Support Technician provides L2 support for OEM equipment, ensuring 24x7 availability of client enterprise infrastructure. The role involves consulting with onsite technicians and customers to resolve complex issues, optimise system performance, and proactively identify hardware problems.

Key responsibilities

• Review OEM system logs, configurations and network topologies to detect security breaches and component failures.
• Maintain accurate incident records, perform triage and manage tickets to restore services promptly.
• Apply systematic troubleshooting techniques and guide field engineers remotely or on‑site.
• Communicate service updates clearly and address customer questions professionally.
• Follow IT escalation procedures and collaborate across technical teams to meet SLA requirements.
• Work with service management, sales and parts logistics to replace faulty hardware and ensure correct part shipment.
• Participate in a 24x7x365 on‑call rotation providing global technical support.

Required profile

• Experience as an L2 technical support engineer handling OEM equipment.
• Ability to consult with customers and onsite technicians in English and Canadian French.
• Strong analytical mindset for log analysis and incident triage.
• Willingness to work on‑call schedules and travel to customer sites when needed.

Required skills

• OEM equipment repair
• Log analysis and use of log processing tools
• Ticketing system management
• Incident management and SLA adherence
• Hardware troubleshooting
• Network topology analysis
• System performance optimisation
• Remote technical support