Trilingual IT Technical Support Analyst (English/French/Spanish)

About the role

The Trilingual IT Technical Support Analyst provides first‑line assistance for IT issues across head office and retail locations. Working with a multilingual user base, the analyst resolves tickets in the JIRA Service Desk, ensuring fast, high‑quality service and strong customer satisfaction.

Key responsibilities

• Handle incident and request tickets in JIRA Service Desk for associates and stores.
• Meet or exceed service level agreements for response and resolution times.
• Provide entry‑level support via phone, web‑chat, or email for hardware, software, POS, and campus technology.
• Escalate complex cases to Level 2 analysts and collaborate with the Cybersecurity team on risk mitigation.
• Create and maintain self‑service documentation, scripts, and automation for repeat issues.
• Maintain accurate ticket queues and updates to ensure timely closure.
• Participate in special projects and continuous improvement initiatives.

Required profile

• Bilingual in English, French and Spanish (written and spoken).
• 1–2 years of experience in IT technical support, including hardware, software and basic network troubleshooting.
• Strong problem‑solving abilities and the capacity to make quick, informed decisions.
• Team‑player attitude with good communication skills.

Required skills

• JIRA Service Desk ticketing system.
• Hardware support for PCs, POS terminals and mobile devices.
• Software support for macOS and iOS platforms.
• Basic network troubleshooting.
• Experience with Apple devices (Mac, iPhone, iPad).