Bilingual IT Support Technician

With the support of the IT Services Manager and the existing team, the IT Support Technician will be responsible for providing ongoing support to company employees and franchisees by phone and email. Support requests may relate to hardware, workstations, software applications, and other IT-related issues.

Core Competencies

• Customer Service Focus
• Quality of Work
• Time Management
• Continuous Learning and Development
• Problem Solving
• Accountability and Reliability
• Research and Analysis
• Decision Making and Judgment
• Equipment Operation
• Providing Support
• Ethics and Integrity
• Planning and Organization
• Communication
• Stress and Energy Management

Responsibilities

• Provide IT support to franchisees and company employees via telephone and/or other support channels.
• Communicate electronically and by phone with franchisees experiencing issues with their email accounts or requiring the creation of new email addresses.
• Maintain, troubleshoot, repair, and manage Local Area Networks (LANs), Wide Area Networks (WANs), core networks and peripherals, workstations, and Internet connections.
• Prepare and configure computers and related equipment.
• Monitor and maintain software applications.
• Consult user guides, technical manuals, and other documentation to identify and implement solutions.
• Reproduce and diagnose users’ technical issues and provide timely resolutions.
• Provide guidance and training to users in response to their technical challenges.
• Collect data and maintain a knowledge base of problems and solutions for use by other IT support technicians.
• Participate in the development of new specifications for applications and software solutions.
• Perform other related duties as required.

Requirements

• Bilingualism in French and English (written and spoken).
• University degree in Network Management, Information Technology, or a Diploma in IT Support.
• Minimum of 1 year of experience in a related role.
• Good knowledge of Active Directory and Azure.
• Excellent knowledge of Windows 10 and Windows 11.
• Basic knowledge of Voice over IP (VoIP) and Teams Connect.
• Good knowledge of Microsoft 365 (O365).
• CompTIA A+ and other relevant certifications are considered assets.

Working Conditions & Benefits

• Work schedule may vary based on projects and business priorities.
• Occasional overtime may be required depending on operational needs.
• 3 weeks of vacation starting on your first day, plus 5 paid sick days per year.
• Employer RRSP matching contribution equal to 50% of your contributions, up to 3% of your salary.
• Group insurance plan with 75% of premiums paid by the employer, including access to telemedicine services.
• Up to $3,000 per year in tuition reimbursement to support your professional development.
• An annual $250 merchandise allowance to use in the Fix Network apparel and merchandise store.
• An employee referral bonus of up to $1,000 when you help us find our next great talent.
• Opportunities to connect and celebrate throughout the year, including monthly employee celebrations recognizing new hires, birthdays, service anniversaries, promotions, and other milestones, as well as our summer BBQ, holiday party, and additional team events.
• Our annual Team Meeting, which brings together employees from around the world for several days to align on company priorities, connect with international colleagues, and enjoy team-building activities.
• Free on-site parking.
• All necessary equipment provided by the employer.
  The salary range for this position starts at $55,000 per year, based on experience, qualifications, and overall fit for the role.

At Fix Network, we are committed to fostering a diverse, equitable, inclusive, and accessible workplace. We welcome applications from individuals of all backgrounds and experiences and are committed to providing equal employment opportunities to all qualified candidates. Reasonable accommodations are available throughout the recruitment process and employment journey in accordance with applicable laws. If you require an accommodation at any stage of the recruitment process, please let us know and we will work with you to meet your needs.

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Fix Network is a global leader in repair and restoration services for vehicles, homes, and businesses, supporting a growing family of locally owned and operated brands in collision repair, mechanical services, glass care, and property restoration.