Bilingual IT Support Specialist (ISP / Service Desk)

Pathway Communications•Montreal, QC

5d•CA$18•Onsite

About The Position

We are seeking a Bilingual IT Support Specialist to provide first-level technical support to end users in a fast-paced environment. The role requires hands-on experience in ISP operations and service desk support, with the ability to troubleshoot technical issues, ensure timely resolution, and deliver excellent customer service in both English and French.

Requirements

Diploma or degree in Information Technology, Computer Science, or related field
2–5 years of experience in IT support / service desk / helpdesk environment
Experience working with an Internet Service Provider (ISP) or supporting connectivity environments
Proven experience with ticketing tools (e.g., ServiceNow, Zendesk, Freshdesk, OTRS etc.)
Strong knowledge of Windows OS
Strong knowledge of MS Office / Microsoft 365 / Outlook
Strong knowledge of Active Directory (user management, permissions)
Strong knowledge of VPN, remote desktop tools, basic networking (TCP/IP, DNS, DHCP)
Familiarity with network troubleshooting tools
Familiarity with hardware diagnostics and setup
Fluent in English and French written and verbal
Ability to provide user support in both languages is mandatory
Strong problem-solving and analytical skills
Excellent communication and interpersonal skills
Ability to prioritize and manage multiple tickets
Customer-first mindset with high attention to detail
Ability to work independently and as part of a team

Nice To Haves

MacOS
IT certifications (e.g., CompTIA A+, Network+, ITIL)
Experience in regulated or high-compliance environments
Exposure to remote support tools and hybrid work setups

Responsibilities

Provide Level 1 & Level 2 technical support for hardware, software, and network-related issues
Respond to service requests via ticketing system, email, chat, and other interaction channels
Troubleshoot desktops, laptops, printers, mobile devices, and user applications
Support users with account setup, password resets, and access issues
Log, track, and resolve incidents and service requests within SLA timelines
Escalate unresolved issues to appropriate teams (Level 3 / Network / Infra)
Perform all aspects of customer service related to the products and services provided to our clients
Maintain accurate documentation of issues and resolutions in the service desk system
Attend to alerts/alarms from the monitoring tools
Provide basic troubleshooting related to Internet connectivity, routers, modems, and VPNs
Diagnose issues related to bandwidth, latency, outages, and connectivity interruptions
Coordinate with network providers(carriers) and internal teams for issue resolution
Monitor and support ISP-related service performance and incidents
Deliver high-quality support in a professional and customer-focused manner
Communicate effectively with users in both supported languages
Provide clear instructions and updates on ticket status