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 resolve complex hardware and software issues. The role requires strong analytical skills, effective communication, and the ability to work in a multilingual environment.

Key responsibilities

• Review OEM system logs, configurations, and network topologies to identify security breaches and component failures.
• Maintain accurate incident records, perform triage, and manage tickets to ensure timely service restoration.
• Apply systematic troubleshooting techniques and provide remote guidance to field engineers.
• Communicate service updates clearly and professionally to internal and external customers.
• Collaborate with service management, sales, and parts logistics to coordinate hardware replacements.
• Participate in a 24x7 on‑call rotation and travel to customer sites when required.

Required profile

• Experience as an L2 technical support engineer handling OEM equipment.
• Strong analytical mindset with the ability to interpret complex log data.
• Excellent written and verbal communication skills in English and Canadian French (third language preferred).
• Ability to work under pressure, follow escalation procedures, and meet SLA commitments.

Required skills

• OEM equipment repair
• Log analysis and use of log processing tools
• Ticketing system management
• Network topology and system configuration knowledge
• Hardware troubleshooting
• Remote support and guidance

What we offer

• Dynamic, global technical environment
• Opportunities for professional growth and certification
• Collaborative team culture