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 issues, restoring service availability, and improving system performance.

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 to internal and external customers.
• Collaborate with service management, sales, and parts logistics to replace faulty hardware and meet SLA commitments.
• Participate in a global on‑call rotation (24x7x365) and, when required, travel to customer sites.

Required profile

• Strong analytical mindset with the ability to interpret complex log data.
• Excellent written and verbal communication skills in English, French, and a third language.
• Customer‑focused attitude and ability to work under pressure.

Required skills

• Experience with OEM equipment repair and support.
• Proficiency in reviewing system logs and using log‑processing tools.
• Familiarity with ticketing systems and SLA management.

What we offer

• Opportunity to work on cutting‑edge enterprise technologies.
• Collaborative environment with global technical teams.
• Continuous learning and professional development.