About this role

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

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

Bilingual IT Help Desk Support Technician – Night Shift

Key skills