Provide Tier 1–2 technical support through ServiceNow, supporting enterprise and SMB clients
Deliver a white-glove, IT concierge experience by proactively engaging clients via phone and ticketing systems to fully understand issues before troubleshooting
Take full ownership of client issues from first contact to resolution, demonstrating urgency, accountability, and follow-through
Troubleshoot issues across Windows Server, Microsoft 365, networking, virtualization, storage, and security
Collaborate with senior engineers and pod leads on escalations and complex troubleshooting
Manage a high daily ticket volume in a fast-paced MSP environment, with peak activity typically in the mornings
Gain hands-on exposure to technologies such as VMware, Cisco, EMC, Palo Alto, Citrix, and modern security platforms
Contribute to internal documentation, process improvements, and change management initiatives
Support ongoing integration and standardization efforts as teams and systems converge across regions
Build strong client relationships that contribute to positive feedback, retention, and long-term partnerships

3–5+ years of experience in IT support, systems administration, or MSP environments
Strong working knowledge of Windows Server, Active Directory, Group Policy, and Microsoft 365
Solid understanding of networking fundamentals (TCP/IP, subnetting, routing/switching, VPNs)
Hands-on experience with virtualization technologies (VMware and/or Hyper-V)
Exposure to cybersecurity tools, firewalls, or endpoint protection platforms (e.g., Palo Alto, Fortinet, Cisco Secure)
Familiarity with storage, backup, and recovery technologies (SAN/NAS, Veeam, Dell EMC, etc.)
Experience working with ITSM tools such as ServiceNow and understanding SLA-driven environments
PowerShell or scripting fundamentals for automation and system checks are an asset
Bilingualism (English/French) is required
must have verbal and written proficiency

Bilingual Technical Support Specialist

Key skills