Trilingual Technical Support Technician - French (Canadian)

About the role

The Technical Support Technician provides 24x7 L2 support for OEM enterprise server and network infrastructure. Working in French, English and a third language, you will collaborate with onsite technicians and customers to resolve complex hardware and software issues, ensuring service availability and optimal system performance.

Key responsibilities

• Review OEM system logs, configurations and network topologies to identify security breaches, component failures and performance bottlenecks.
• Maintain accurate incident records, perform triage, and manage tickets to meet SLA targets.
• Apply systematic troubleshooting techniques, guide field engineers remotely, and, when required, travel to customer sites.
• Provide clear, timely updates to customers and internal teams, adhering to escalation procedures.
• Collaborate with service management, sales, and parts logistics to replace faulty hardware and ensure correct parts are shipped.
• Participate in a 24x7x365 on‑call rotation supporting global customers.

Required profile

• Strong analytical mindset with experience interpreting complex system logs.
• Excellent communication skills in French, English and a third language.
• Ability to work under pressure, prioritize incidents and follow documented processes.
• Willingness to travel and provide remote guidance to field engineers.

Required skills

• OEM equipment repair
• System log analysis
• Log processing tools
• Ticketing system management
• Network infrastructure troubleshooting
• Server hardware diagnostics
• Remote support techniques