Technical Support Specialist (English/French Bilingual)

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Technical Support Specialist (English/French Bilingual) based in Canada.

This role offers the opportunity to provide critical technical support for customers operating in important and demanding environments.
You will serve as a trusted first point of contact, helping diagnose issues, coordinate resolutions, and ensure reliable service delivery.
Working within a collaborative support team, you will manage incidents from initial investigation through resolution while maintaining excellent customer communication.
The position combines technical troubleshooting, problem-solving, and process improvement, allowing you to make a direct impact on customer satisfaction and operational reliability.
You will work with communication technologies, Windows environments, and security-focused processes while continuously expanding your technical expertise.
This is an ideal opportunity for a bilingual support professional who enjoys solving complex challenges and delivering high-quality service remotely.

In this role, you will be responsible for delivering responsive technical assistance, managing incident resolution, and improving support operations. You will act as a key connection between customers, internal teams, and technical resources by:

• Serving as the primary contact for customer technical incidents received through phone, email, and other communication channels.
• Performing incident triage, documentation, troubleshooting, and resolution using available knowledge resources and support procedures.
• Managing the complete incident lifecycle, including investigation, root cause identification, customer updates, escalation, and final resolution.
• Escalating complex issues according to severity levels, service agreements, and established support processes.
• Monitoring active outages and technical issues through to full service restoration while maintaining service quality standards.
• Creating and updating knowledge base documentation to improve troubleshooting efficiency and team knowledge sharing.
• Identifying opportunities to enhance internal workflows, tools, and support processes through continuous improvement initiatives.
• Ensuring customer information, technical records, and support documentation remain accurate and secure.

Requirements:

The ideal candidate has strong technical support experience, excellent communication skills, and the ability to manage customer issues independently in a remote environment. You should demonstrate:

• Minimum 3 years of experience in technical support or a related technical role.
• Experience providing remote technical support and managing customer-facing incidents.
• Working knowledge of communication networks and RF trunking systems.
• Familiarity with Windows environments and Google Workspace tools.
• Understanding of information security principles and best practices.
• Strong troubleshooting, analytical thinking, and problem-solving abilities.
• Excellent verbal and written communication skills in both English and French, with the ability to explain technical concepts to non-technical users.
• Ability to prioritize multiple tasks, work independently, and meet deadlines with minimal supervision.
• Strong attention to detail with a commitment to data accuracy, security, and service quality.
• Ability to obtain and maintain an enhanced RCMP CPIC background check as a condition of employment.

Preferred qualifications include:

• Associate degree, diploma, or equivalent education in computer science, electrical engineering technology, or a related technical field.
• ITIL Foundation knowledge or certification.
• Experience with public safety communication systems, mobile radio technologies, or related solutions.
• Knowledge of firewall, WAN, LAN, or router architectures.
• Certifications such as CompTIA A+, Network+, or Security+.

Benefits:

• Fully remote position available to candidates based in Canada.
• Competitive salary range of $46,000 – $52,000 per year.
• Opportunity to support mission-critical technology environments with real-world impact.
• Collaboration with an experienced and supportive technical team.
• Exposure to telecommunications, networking, security, and enterprise support technologies.
• Opportunity to develop technical skills through challenging customer scenarios.
• Work environment focused on continuous improvement, teamwork, and professional growth.