Bilingual Service Desk Technician

Aversan Inc. is a trusted multi-service engineering and electronics manufacturing company. Aversan delivers leading-edge and reliable safety-critical electronics and software systems to the aerospace, defence, and space industries. We are currently seeking a qualified Bilingual Service Desk Technician. The role involves providing IT support, troubleshooting hardware/software issues, and maintaining end-user environments, including workstations, peripherals, and communication tools. The candidate should be proficient in ServiceNow, Windows OS, and Microsoft 365, with strong bilingual communication skills in English and French.

Location: Ottawa, ON
Job Type: On-site

Responsibilities

1. Maintain responsibility for accurately managing, troubleshooting and performing computer related support processes, ensuring that IS/IT provided tools and systems run smoothly.
2. Maintain the end-user working environments, that include: Workstations (desktop & laptops), Printers, Video conference equipment, Cellphones, VOIP desk phones and other peripherals.
3. Proficiently use a ticketing system (specifically ServiceNow), to log all calls/walkups/IM’s or any other contact with end users that require their time and support.
4. Taking incoming calls during standard business hours and be in rotation for the on-call after-hours.
5. Document all end-user interactions in ticketing system, providing detailed information and escalating when appropriate.
6. Closely monitor queue for incoming tickets and route or escalate requests to appropriate functional teams as needed.
7. Troubleshoot basic and advanced software/hardware issues with internal and external customers via phone, email, chat, and remote control/assist software.
8. Contribute to maintaining the technician and end user knowledge base and participate in required training and improvement programs.
9. Maintain a clean and organized IT workspace, following Lean processes implemented onsite.

Basic Qualifications

1. Strong Proficiency in both written and spoken English and French, with fluency in professional contexts.
2. Bachelor’s Degree in Information Technology with a minimum of 1 to 4+ years of relevant experience, or an equivalent combination of education and experience.
3. Formal Windows classroom training and certifications in Microsoft technologies with a basic understanding of IT enterprise infrastructure such as networks, systems, telephony and storage and the interrelationships between the components.
4. PC hardware troubleshooting and repair skills required.
5. Knowledge of DNS, FTP, SMTP, TCP/IP, LDAP, VPN, and remote access tools.
6. Proficient with Windows Win10/11 operating systems and Microsoft Office.
7. A minimum of 1-2 years’ experience using ServiceNow ticketing system.
8. A minimum of 1-2 years of service desk operation experience in Windows technologies.
9. Experience working in an agile operations model.
10. Experience working in a Microsoft 365 work environment (MS Teams, SharePoint, Exchange Online).
11. One Microsoft desktop certification such as MCSE, MCSA, MTA highly desired.
12. ITIL certification is good to have.