Bilingual Service Desk Technician

Aversan Inc. (www.aversan.com) 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

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

Basic Qualifications

• Strong Proficiency in both written and spoken English and French, with fluency in professional contexts.
• 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. 
• Formal Windows class-room 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.
• PC hardware troubleshooting and repair skills required.
• Knowledge of DNS, FTP, SMTP, TCP/IP, LDAP, VPN, and remote access tools.
• Proficient with Windows Win10/11 operating systems and Microsoft Office.
• A minimum of 1-2 years’ experience using ServiceNow ticketing system.
• A minimum of 1-2 years of service desk operation experience in Windows technologies.
• Experience working in an agile operations model.
• Experience working in a Microsoft 365 work environment (MS Teams, SharePoint, Exchange Online).
• One Microsoft desktop certification such as MCSE, MCSA, MTA highly desired.
• ITIL certification is good to have.