Job Title: Bilingual Technical Support/Service Desk 
Contract Length: Permanent
Location: Ottawa, ON (Hybrid)
Federal Government Clearance Level Required: Enhanced Reliability Clearance
Vacancy Type:
☐ New Position
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About Us:
Maplesoft Group is currently seeking a hybrid bilingual Technical Support/Service Desk for our client in Ottawa, ON.
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Position Summary:
The Technical Support Engineer / End User Service Desk Analyst is a front-line and escalated support role. This position is responsible for providing high-quality, user-centric technical support across all corporate locations, ensuring uninterrupted productivity and a positive end-user experience.
The role combines remote service desk operations with onsite deskside and meeting room support. It operates within a tiered support model, adheres to defined SLAs and security standards, and works closely with Infrastructure, Security, and Compliance teams.
This role will be on site 5 mornings of the week at the Ottawa Office.  The afternoons will be spent remotely supporting  as well as our internal Service Desk and other projects as assigned.
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Key Responsibilities:

End User & Service Desk Support
• Serve as a primary point of contact for IT incidents and service requests via phone, email, chat, and ITSM/self-service portal.
• Log, categorize, prioritize, and resolve incidents and requests in accordance with ITIL practices and SLAs.
• Provide professional, clear communication to users throughout the ticket lifecycle.
• Support Tier 1 and Tier 2 requests and escalate complex issues to Tier 3 teams when required.

Technical Troubleshooting
• Diagnose and resolve issues related to:
• Windows 10/11 and standard corporate applications
• Microsoft 365 (Outlook, Teams, OneDrive, SharePoint)
• Email, VPN, network connectivity, and remote access
• User accounts, access permissions, and authentication
• End-user devices including laptops, desktops, peripherals, printers, and mobile devices
• Perform remote troubleshooting using approved tools and techniques.

Onsite Deskside & Meeting Room Support
• Provide in-person deskside support for hardware, software, and connectivity issues.
• Support device provisioning, imaging, deployment, and replacement (laptops, monitors, docks, mobile devices).
• Setup, test, and support meeting room and AV technologies, including Teams Rooms and conferencing equipment.
• Deliver real-time support for meetings and events, including executive and high-profile sessions.
• Ensure meeting rooms are operational through proactive checks, maintenance, and coordination with vendors where required.

ITSM, Documentation & Continuous Improvement
• Ensure accurate ticket updates, resolution notes, and technical documentation.
• Contribute to and maintain knowledge base articles to improve first-contact resolution and enable user self-service.
• Track and support service performance metrics such as SLA adherence, first contact resolution, and customer satisfaction.
• Identify trends and recurring issues and participate in continuous service improvement initiatives.

Asset, Access & Compliance Support
• Support IT asset lifecycle activities including setup, inventory tracking, decommissioning, and disposal.
• Maintain spare equipment and consumables inventory (cables, adapters, peripherals).
• Ensure endpoint devices comply with security standards (patching, configuration, antivirus).
• Follow established policies for access management, data protection, and audit requirements.
• Assist with audits and compliance reviews by providing requested technical evidence and documentation.

Collaboration & Coverage
• Work closely with Infrastructure, Security, Compliance, and third-party vendors.
• Provide onsite coverage and respond to urgent support requests within agreed timelines.
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Required Qualifications
• Diploma or degree in Information Technology or equivalent practical experience.
• 2+ years of hands-on IT support experience in a Service Desk or End User Computing environment.
• Strong working knowledge of:
• Windows desktop operating systems
• Microsoft 365 ecosystem
• Basic networking concepts (DNS, DHCP, IP addressing)
• Experience working in an ITIL-aligned service desk environment.
• Strong customer service, troubleshooting, and communication skills.
• Fluency in English and French (written and verbal).
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Preferred Qualifications:
• Customer-focused, professional, and proactive.
• Detail-oriented with strong documentation and writing skills.
• Analytical thinker with strong problem-solving and prioritization abilities.
• Highly collaborative team player with the ability to communicate effectively with both technical and non-technical stakeholders.
• Comfortable supporting executives and high-profile users in fast-paced environments.
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Compensation 
Salary Range: $50,000 – $70,000 per year
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Our recruitment process is led by human recruiters who review all applications and make the final hiring decisions. We use AI-assisted tools to help screen and organize applications. These tools do not replace human judgment, and all hiring decisions are made by people.
Please note that data collected by the Company may be stored or processed on servers located outside of Canada.
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Application Submission Details
Submission Deadline:
Friday, April 24, 2026

How to Apply:
Submit your resume (and cover letter) to:
• info@maplesoftgroup.com
Or
• https://www.maplesoftgroup.com/Careers/Career-Opportunities
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Maplesoft is an equal opportunity employer and welcomes applications from all qualified candidates. Accommodations are available upon request throughout the recruitment process.