Bilingual IT Support Engineer
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Summary
Bilingual (French/English) IT support engineer in Montreal handling day-to-day incident monitoring, triage, and resolution in ServiceNow for a manufacturing/aerospace client, following ITIL-style service management processes, maintaining SLAs, and working rotating shifts between 7am and 7pm with occasional on-call.
Bilingual IT Support Engineer
Experience: 3–6 years
Must Have Technical Skills:
• Interaction with team members for knowledge sharing, knowledge transition and issue resolution.
• Stakeholder management, sharing regular updates and assisting in preparing operational reports.
• Triaging of issues and coordination with cross-functional teams for timely resolution.
• Follow service management processes (e.g. Incident, Change, Capacity, Problem, etc.).
• Maintaining agreed SLA levels and assuring quality of delivery at all times.
• Adhere to shift rotation plan and operating model.
• Interaction with SMEs on functional issues.
• Coordinate communications between suppliers and business stakeholders for their particular area.
• Track and report progress to stakeholders.
• Working experience in ServiceNow and knowledge of Incident, Problem, Change, SLM and Knowledge Management processes.
• Shift timings: Monday to Friday, morning 7:00 am–7:00 pm (8-hour job, ROTA will be available).
• On-call support beyond office hours (rarely needed).
• Extended shift timings and weekend working based on customer requirements.
• Working with a manufacturing customer will be an added advantage.
• Fluent in French language.
Roles and Responsibilities:
• Day-to-day incident monitoring and resolution (ServiceNow preferred).
• Interaction with client (IT & Business users) on functional issues.
• Triaging of issues and coordination with cross-functional teams for timely resolution.
• Follow service management processes (e.g. Incident, Change, Capacity, Problem, etc.).
• Maintaining agreed SLA levels and assuring quality of delivery at all times.
• Adhere to shift rotation plan and operating model.
• Interaction with SMEs on functional issues.
• Coordinate communications between suppliers, OEM, and other IT stakeholders for their particular area.
• Track and report progress to stakeholders.
• Willing to work in shifts (between 7am to 7pm), this is mandatory.
• Flexible.
• Excellent communication skills.
• Continuous learning attitude.
• Team worker.
• Meticulous.