Bilingual Technical Support Specialist

Company - Our client is a leading national retail and e-commerce organization known for its large-scale operations and strong presence across hundreds of locations. They offer a dynamic, fast-paced environment focused on innovation, customer experience, and continuous improvement.

Job Title - Bilingual Technical Support Specialist

Location - Greater Toronto Area, ON (Hybrid – primarily onsite with remote flexibility for evenings/weekends)

Role Type - Direct Hire

Must Have Skills:

• Fluent in both French and English (mandatory)
• Strong technical troubleshooting and diagnostic skills
• Experience supporting end users in real-time environments
• Solid customer service and communication abilities
• Working knowledge of Windows OS, Active Directory, and basic networking (TCP/IP, DNS)

Responsibilities and Job Details:

• Provide Level 1 technical support across retail store systems and corporate users
• Troubleshoot hardware including POS systems, printers, scanners, and pin pads
• Diagnose and resolve network connectivity and device communication issues
• Support Windows environments, Microsoft 365, and end-user applications
• Handle a high volume of tickets daily via phone and ticketing systems
• Perform real-time troubleshooting and guide users through issue resolution
• Identify root causes across devices, networks, users, and systems
• Manage tickets through ServiceNow, ensuring ownership and timely follow-up
• Escalate issues and coordinate with Level 2 teams, vendors, and field technicians
• Collaborate with infrastructure, telecom, and application support teams
• Contribute to improving internal documentation and knowledge bases
• Identify recurring issues and recommend process improvements