Trilingual Technical Support Technician (Canadian French)

About the role

The Technical Support Technician provides first‑line OEM equipment support for scanners and peripheral devices. Working in a bilingual environment, you will troubleshoot hardware issues, analyse system logs and ensure service availability for internal and external customers.

Key responsibilities

• Review OEM system logs and device information to identify hardware or connectivity problems and escalate complex cases.
• Maintain accurate incident records, perform triage and manage ticket flow to meet SLA targets.
• Apply basic troubleshooting techniques to diagnose and resolve hardware failures.
• Communicate service updates clearly to customers and field technicians.
• Collaborate with service management, field engineers and logistics for hardware replacement and issue resolution.
• Participate in a 24x7x365 on‑call rotation providing global support.
• Attend OEM training and obtain product certifications as required.

Required profile

• 1–2 years of experience in technical support, help‑desk or hardware support.
• Fluent in English, Canadian French and Spanish (or local language).
• Ability to read and interpret OEM logs and follow documented procedures.
• Strong communication skills and customer‑focused attitude.
• Willingness to work on‑call shifts and collaborate across teams.

Required skills

• OEM hardware support for scanners and peripherals.
• Log analysis and use of log‑processing tools.
• Ticketing system management.
• Incident management and SLA monitoring.
• Basic hardware troubleshooting techniques.