Job Summary
We are looking for a French-speaking Remote Desktop Support professional to provide first-line and second-line technical assistance to end users across hardware, software, network access, and productivity tools. The role requires strong troubleshooting capability, customer-focused communication, and fluency in both French and English to support users through phone, email, chat, and remote support tools. Job Description – French Speaking Remote Desktop Support Role Summary We are looking for a French-speaking Remote Desktop Support professional to provide first-line and second-line technical assistance to end users across hardware, software, network access, and productivity tools. The role requires strong troubleshooting capability, customer-focused communication, and fluency in both French and English to support users through phone, email, chat, and remote support tools. Key Responsibilities• Provide remote technical support for desktops, laptops, virtual desktops, mobile devices, printers, and standard business applications.• Handle incidents and service requests in French and English through phone, email, chat, and ticketing tools.• Troubleshoot issues related to Windows operating systems, Microsoft 365 applications, Outlook, VPN, Active Directory, password resets, printers, and collaboration tools.• Use remote support utilities to diagnose, resolve, or escalate issues within agreed service levels.• Log, categorize, prioritize, and document tickets accurately in the IT service management system.• Follow knowledge base articles, standard operating procedures, and security policies while resolving user issues.• Coordinate with desktop engineering, network, infrastructure, and application teams for complex incidents.\\\\r\\\\n• Support onboarding, offboarding, account provisioning, access requests, and device setup activities.• Maintain a high level of customer satisfaction through clear communication, ownership, and timely follow-up.• Contribute to process improvement, knowledge documentation, and trend analysis for recurring issues. Required Skills and Qualifications• Fluency in French and English, with strong verbal and written communication skills.• 1–4 years of experience in IT service desk, help desk, desktop support, or remote technical support.• Hands-on experience supporting Windows environments, Microsoft 365, Outlook, Teams, VPN, printers, and Active Directory.• Good understanding of ticketing tools such as ServiceNow or similar ITSM platforms.• Knowledge of incident management, request fulfillment, and SLA-driven support models.• Ability to troubleshoot hardware, software, account access, and connectivity issues methodically.• Strong customer service mindset, problem-solving skills, and ability to work under pressure.• Willingness to work in rotational shifts, weekends, or holiday coverage if required. Preferred Qualifications• Certification or exposure to ITIL, HDI, CompTIA A+, Microsoft 365, or desktop support tools.• Experience supporting international users in a multilingual environment.• Knowledge of remote desktop tools, endpoint management, and basic network troubleshooting.• Exposure to Mac devices, mobile device management, or virtual desktop infrastructure is an advantage. Education and Work Conditions Bachelor’s degree, diploma, or equivalent qualification in Computer Science, Information Technology, or a related field is preferred. Candidates with relevant technical support experience may also be considered. This role typically operates in a remote or hybrid support model and may require shift-based coverage depending on business and regional support needs
Key Responsibilities
Provide remote technical support for desktops, laptops, virtual desktops, mobile devices, printers, and standard business applications. • Handle incidents and service requests in French and English through phone, email, chat, and ticketing tools. • Troubleshoot issues related to Windows operating systems, Microsoft 365 applications, Outlook, VPN, Active Directory, password resets, printers, and collaboration tools. • Use remote support utilities to diagnose, resolve, or escalate issues within agreed service levels. • Log, categorize, prioritize, and document tickets accurately in the IT service management system. • Follow knowledge base articles, standard operating procedures, and security policies while resolving user issues. • Coordinate with desktop engineering, network, infrastructure, and application teams for complex incidents. • Support onboarding, offboarding, account provisioning, access requests, and device setup activities. • Maintain a high level of customer satisfaction through clear communication, ownership, and timely follow-up. • Contribute to process improvement, knowledge documentation, and trend analysis for recurring issues.
Skill Requirements
Certification or exposure to ITIL, HDI, CompTIA A+, Microsoft 365, or desktop support tools. • Experience supporting international users in a multilingual environment. • Knowledge of remote desktop tools, endpoint management, and basic network troubleshooting. • Exposure to Mac devices, mobile device management, or virtual desktop infrastructure is an advantage.
Other Requirements
Fluency in French and English, with strong verbal and written communication skills. • 1–4 years of experience in IT service desk, help desk, desktop support, or remote technical support. • Hands-on experience supporting Windows environments, Microsoft 365, Outlook, Teams, VPN, printers, and Active Directory. • Good understanding of ticketing tools such as ServiceNow or similar ITSM platforms. • Knowledge of incident management, request fulfillment, and SLA-driven support models. • Ability to troubleshoot hardware, software, account access, and connectivity issues methodically. • Strong customer service mindset, problem-solving skills, and ability to work under pressure. • Willingness to work in rotational shifts, weekends, or holiday coverage if required.