Job Title: Bilingual Support Specialist
Job Type: 6-month contract (possibility of extension)
Start Date: November 17, 2025 OR ASAP
Location: 3269 American Drive, Mississauga, ON
Shift Schedule: Monday to Friday, 11 AM to 9 PM
Rate: $35/hr T4

Position Summary
As a Bilingual Support Specialist, you will serve as the key operational and communication link between our client's Field Service Technicians II and internal service delivery teams. You will provide bilingual (English/French) technical, logistical, and administrative support to ensure efficient field operations, timely issue resolution, and superior customer satisfaction.  This role is ideal for individuals who are highly organized, tech-savvy, and thrive in fast-paced, service-oriented environments. Your efforts will directly support our client's technicians who keep essential retail and banking systems—such as ATMs and self-checkout terminals—running smoothly across North America.

Key Responsibilities

• Perform 1st, 2nd, and 3rd level remote support services for field technicians, including troubleshooting hardware, software, and network-related issues on ATMs, self-checkout, and retail systems.
• Provide 1st, 2nd, and 3rd level help desk support for Field Service Technicians II assigned to the project, responding to service tickets, analyzing error logs, and assisting with configuration or installation tasks.
• Use our client's diagnostic tools, remote access utilities, and service platforms to identify and resolve incidents or guide technicians through step-by-step resolution procedures.
• Log, prioritize, and track incidents through the service management system (e.g., ServiceNow).
• Escalate complex or unresolved issues to higher-level technical teams or vendor support as necessary.
• Assist technicians with device setup, system configuration, software imaging, firmware updates, and network connectivity troubleshooting.
• Create and maintain detailed service notes, technical reference materials, and troubleshooting guides to improve the efficiency of the support process.
• Support technicians with equipment verification, parts tracking, and replacement requests; ensure accurate asset documentation in internal systems.
• Collaborate with technical leads to update knowledge base content and provide on-the-job guidance for new or less experienced technicians.
• Act as a technical liaison between field technicians, dispatch, and clients—communicating updates clearly and professionally in both supported languages.

• Bilingual proficiency in English and French
• Minimum 2 years of experience in a technical support role (preferably within technical or field service environments).
• Strong computer literacy—proficient in Microsoft Office, ticketing systems, and database tools.
• Excellent communication, multitasking, and organizational skills.
• Ability to work flexible or rotating shifts to align with field technician coverage.
• Strong attention to detail and a proactive approach to problem-solving.

• Familiarity with electromechanical or IT equipment (ATMs, self-checkout systems, POS terminals, etc.).
• Experience supporting field or service technicians remotely.
• Working knowledge of IT concepts (network faults, basic hardware/software troubleshooting).
• Certifications such as CompTIA A+ or ITIL are considered an asset.