Trilingual Technical Support Technician (Canadian French)

About the role

The Technical Support Technician provides 24/7 L2 support for OEM equipment, working with customers and field engineers to resolve complex issues and maintain service availability. The role requires fluency in English, Canadian French, and a third language.

Key responsibilities

• Review OEM system logs, analyze configurations and network topologies, and identify security breaches or hardware failures.
• Maintain accurate incident records, perform ticket triage, and ensure timely service restoration.
• Apply systematic troubleshooting techniques and guide field engineers remotely.
• Provide clear, timely updates to customers and address their questions.
• Follow IT escalation procedures, collaborate with service management, sales, and parts logistics teams.
• Coordinate parts identification and shipment, and travel to customer sites when required.
• Participate in a global on‑call rotation (24x7x365) to deliver technical support.

Required profile

• Proven experience as an L2 technical support technician or similar role.
• Strong analytical mindset and ability to work under pressure in a 24/7 environment.
• Excellent written and verbal communication in English, Canadian French, and a third language.
• Customer‑focused attitude with a collaborative approach.

Required skills

• OEM equipment repair.
• Log analysis and use of log processing tools.
• Troubleshooting of hardware and software issues.
• Ticketing system management.
• Knowledge of network topologies and system configurations.
• Parts logistics coordination.
• Remote guidance of field engineers.