Bilingual IT Help Desk Support Technician – Night Shift
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Job Description
Bilingual IT Help Desk Support Technician offering remote support during overnight shifts. Providing assistance with hardware, software, and connectivity issues while maintaining documentation and escalating problems as necessary.
Responsibilities:
- Monitor overnight alerts and perform initial triage on client systems and infrastructure
- Respond to and resolve support tickets, emails, and limited inbound calls overnight
- Support desktops, laptops, printers, mobile devices, and VPN issues
- Troubleshoot connectivity, workstation, VPN, and user account issues
- Use remote support tools to resolve user and system issues
- Create users, reset passwords, map network drives and complete assigned tasks
- Escalate urgent issues or hand them off to the right team
- Document troubleshooting steps, updates, resolutions, and handoffs
- Follow checklists and escalation procedures
- Communicate clearly with users, internal teams, and day shift
- Contribute to internal documentation and knowledge base
Requirements:
- Training in Computer Science, IT Support or related field required
- 2+ years of help desk or IT support experience required
- Microsoft O365 and Active Directory administration experience required
- Knowledge of networking concepts (including VPNs and email protocols) required
- Proficiency with ticketing systems required
- Bilingual fluency in English and French (written & spoken) required
- Must be willing/able to work overnight hours, Tuesday-Friday, 12:00 am-8:00 am Eastern Time
Benefits:
- Medical Insurance (60% paid for by company after 4 mos.)
- Vacation
- Paid Sick Days
- Certification Reimbursement
- Online Training Courses Available
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