Job Title:Bilingual Technical Support Engineer
Job Type:1-year Contract
Hours per week:37.5 hours/ week
Shift Schedule:Monday to Friday, 8 AM to 5 PM
Location: Markham, ON (Hybrid)
Position Overview:
As a Bilingual Technical Support Engineer, you'll be on the front lines of support for our North American enterprise customers, providing advanced troubleshooting for hardware (laptops, desktops, tablets) and software issues.
Key Responsibilities:
- Provide Level 1/2 technical support to customers via phone and email
- Diagnose and resolve hardware issues, escalating as needed
- Dispatch parts and service technicians to customer sites when necessary
- Collaborate with Level 3 engineers, Technical Account Managers (TAMs), and Customer Success Managers (CSMs)
- Maintain detailed case documentation in the CRM
- Monitor ticket queues and ensure timely case resolution within SLAs
Qualifications:
- Degree/diploma in Computer Science or related field
- 3 years of break/fix and hardware repair experience
- 3 years of experience in a technical support or customer-facing IT role
- Fluency in French (Canadian) and English (verbal and written) required
- Experience in a fast-paced technical support or call center environment
- Strong problem-solving, communication, and multitasking skills
- Proven ability to quickly learn and adapt to new technologies
Preferred Qualifications:
- CompTIA certifications (A+, Network+, Security+) or equivalent
- Diploma/Degree in Computer Science, IT, or related field (or equivalent experience)
