Bilingual IT Support Specialist (ISP / Service Desk) at Pathway Communications — NeverHard

Job Title: Bilingual IT Support Specialist (ISP / Service Desk) Shift: On call 4-months contract with possibility of extension Wage in CAD: 18$ an hour Location: Montreal, Onsite Department: Information Technology Reports To: Head Operations Job Summary We are seeking a Bilingual IT Support Specialist to provide first-level technical support to end users in a fast-paced environment. The role requires hands-on experience in ISP operations and service desk support , with the ability to troubleshoot technical issues, ensure timely resolution, and deliver excellent customer service in both English and French . Key Responsibilities End User Support Provide Level 1 & Level 2 technical support for hardware, software, and network-related issues Respond to service requests via ticketing system, email, chat, and other interaction channels Troubleshoot desktops, laptops, printers, mobile devices, and user applications Support users with account setup, password resets, and access issues Service Desk Operations Log, track, and resolve incidents and service requests within SLA timelines Escalate unresolved issues to appropriate teams (Level 3 / Network / Infra) Perform all aspects of customer service related to the products and services provided to our clients Maintain accurate documentation of issues and resolutions in the service desk system Attend to alerts/alarms from the monitoring tools ISP & Network Support Provide basic troubleshooting related to Internet connectivity, routers, modems, and VPNs Diagnose issues related to bandwidth, latency, outages, and connectivity interruptions Coordinate with network providers(carriers) and internal teams for issue resolution Monitor and support ISP-related service performance and incidents Customer Service & Communication Deliver high-quality support in a professional and customer-focused manner Communicate effectively with users in both supported languages Provide clear instructions and updates on ticket status Required Qualifications Diploma or degree in Information Technology, Computer Science, or related field 2–5 years of experience in IT support / service desk / helpdesk environment Experience working with an Internet Service Provider (ISP) or supporting connectivity environments Proven experience with ticketing tools (e.g., ServiceNow, Zendesk, Freshdesk, OTRS etc.) Technical Skills Strong knowledge of: Windows OS MacOS (asset) MS Office / Microsoft 365 / Outlook Active Directory (user management, permissions) VPN, remote desktop tools, basic networking (TCP/IP, DNS, DHCP) Familiarity with: Network troubleshooting tools Hardware diagnostics and setup Language Requirements Fluent in English and French written and verbal Ability to provide user support in both languages is mandatory Key Competencies Strong problem-solving and analytical skills Excellent communication and interpersonal skills Ability to prioritize and manage multiple tickets Customer-first mindset with high attention to detail Ability to work independently and as part of a team Preferred Qualifications IT certifications (e.g., CompTIA A+, Network+, ITIL ) Experience in regulated or high-compliance environments Exposure to remote support tools and hybrid work setups Working Conditions May require shift-based support or on-call rotation Fast-paced, SLA-driven environment Powered by JazzHR