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Bilingual Specialist, Tier 2 Support
Giant Tiger. Manage and prioritize Tier 2 tickets, project tasks, onsite assignments, and other responsibilities through completion .
Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in Tier 2 IT support, including troubleshooting and resolving complex technical issues across various technologies. Proficient in managing multiple tasks while maintaining strong customer service and communication skills in both English and French.
Highest-signal resume keywords
Tier 2 IT Customer SupportA+ CertificationBilingual (English/French)Advanced Knowledge of iOS Operating SystemsExperience Using ITSM Systems
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
TroubleshootingTechnical DocumentationCCTV TechnologiesFirewallsSwitchesAudio/Visual EquipmentTelephony SupportNetworkingMulti-Site Retail TechnologyITIL 4 Foundation Certification
Soft Skills
Customer Service SkillsCommunication SkillsProblem-Solving SkillsAttention to DetailReliability
Tools & Technologies
ServiceNowFreshServiceNetworking Gear4G ModemsPaging/Music Systems
Certifications & Qualifications
A+ CertificationITIL 4 Foundation CertificationNetwork+ Certification
Industry Keywords
Technical SupportITSMVendor CoordinationRetail TechnologyPost-Secondary Degree in Computer Systems Technology
Tech Stack
Tools & technologiesFirewallsiOSITSMServiceNow
About the role
Key responsibilities & impact- Manage and prioritize Tier 2 tickets, project tasks, onsite assignments, and other responsibilities through completion
- Investigate and resolve complex, unfamiliar, high-impact, and urgent technical issues
- Configure, troubleshoot, replace, and support corporate and store technologies, including computers, mobile devices, CCTV, networking gear, firewalls, switches, telephony, paging/music systems, printers, 4G modems, and new store opening deployments
- Provide onsite IT support primarily at the Ottawa Home Office, with scheduled monthly visits to Laval, Johnstown, Brockville, and other locations as required
- Travel to complete work that cannot be resolved remotely
- Request and review third-party quotes and coordinate vendor installations and repairs through completion
- Maintain expertise across core support domains and assist teammates with tickets, coverage, deployments, and onsite work
- Carry the after-hours pager and respond to Tier 2 incidents and service requests
- Create and maintain Tier 2 knowledge base articles and technical documentation
- Share newly acquired knowledge with the Help Desk and 2nd Line team
- Communicate with requesters, teammates, management, project stakeholders, vendors, and other IT groups
- Identify opportunities to improve Tier 2 processes, troubleshooting, documentation, technology support, and service delivery
- Continue developing technical and operational knowledge through new technologies, training, and professional development
Requirements
What you’ll need- Post-secondary degree, preferably in Computer Systems Technology or Computer Systems Support
- Minimum of 3 years of experience providing Tier 2 IT customer support
- A+ Certification
- Bilingual (English/French) required
- Strong customer service skills
- Advanced knowledge of iOS operating systems
- Excellent written and verbal customer-facing communication skills in English and French
- Ability to plan, prioritize, and manage multiple competing tasks
- Ability to follow written processes and procedures with attention to detail
- Strong troubleshooting, problem-solving, and information-gathering skills
- Experience using an ITSM system such as ServiceNow or FreshService
- Ability to maintain accurate ITSM ticket documentation
- Ability to work effectively with technical teams, vendors, subcontractors, store employees, warehouse employees, corporate users, and management
- Ability and willingness to learn unfamiliar technologies
- Reliability and punctuality
- Must be legally authorized to work in Canada and maintain authorization for the duration of employment
- ITIL 4 Foundation Certification (asset)
- Network+ Certification or higher (asset)
- Previous experience with CCTV technologies (asset)
- Previous experience with firewalls and switches (asset)
- Previous experience with Audio/Visual equipment (asset)
- Previous experience supporting telephony, paging/music, networking, store infrastructure, or multi-site retail technology environments (asset)
- Experience coordinating technical work with third-party vendors or subcontractors (asset)
- Previous customer service experience (asset)
- Previous retail experience (asset)
Benefits
Comp & perks- Retirement savings support: company contribution of 6% of annual earnings to a Deferred Profit Sharing Plan for permanent, full-time employees
- Flexible, cost-shared health and dental benefits available on hire
- Annual paid time off, including personal and vacation days
- Additional paid holiday time between Christmas and New Year’s
- Coaching, training, and professional development support
- Store discount
- Parental leave salary top-up
- Recognition program with monetary rewards and other perks
- Safety first environment