Trilingual Technical Support Technician (Canadian French)

About the role

The Technical Support Technician provides 24x7 L2 support for OEM equipment used in enterprise infrastructures. Working closely with onsite technicians and customers, the role focuses on diagnosing complex hardware and software issues, restoring service availability, and ensuring optimal system performance.

Key responsibilities

• Review OEM system logs, network topologies and configurations to identify security breaches, component failures and performance bottlenecks.
• Maintain accurate incident records, perform triage and manage tickets to meet service level agreements.
• Apply systematic troubleshooting techniques, provide remote guidance to field engineers and, when required, travel to customer sites.
• Communicate service updates clearly, address customer questions and collaborate with sales and parts logistics on hardware replacements.
• Participate in a 24x7x365 on‑call rotation and follow IT escalation procedures across L2 and L3 support tiers.

Required profile

• Proven experience as an L2 technical support engineer handling OEM equipment.
• Strong analytical skills with the ability to interpret complex log data.
• Excellent written and verbal communication in English and Canadian French; a third language is a plus.
• Willingness to work on‑call shifts and travel to customer premises when needed.

Required skills

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

What we offer

• Dynamic technical environment with global exposure.
• Opportunities for professional growth and certification.
• Collaborative team culture focused on continuous improvement.