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Technical Support Specialist

2 months ago

Montréal QC, Canada 6 concourse parkway Full time

Job Summary for IT Support Specialist:

The IT Support Technician provides technical support, quickly resolves issues, handles complex cases, provides higher-level support, collaborates with other teams, installs and supports IT equipment, thereby contributing to continuous improvement of IT services.

Job Requirements for IT Support Specialist:

End User Support (70%)

  • Quickly and efficiently manage user requests and issues to quickly resolve technical issues and minimize interruptions to business operations.
  • Logging and responding to support requests via a ticketing system and remote support tools, with particular attention to the accuracy of the information captured.

Technological Initiatives (20%)

  • Participate in the deployment of new technologies, systems and applications to ensure end users have access to the latest tools and features.
  • Proactively identify opportunities to improve processes and IT service efficiencies, collaborating with the team to implement these changes.

Job Qualifications for IT Support Specialist:

  • At least 2 years of experience as a help desk agent or similar role.
  • Relevant diploma accompanied by subsequent relevant experience; or extensive experience and specialized knowledge in a technical field of IT
  • Knowledge of ITIL methodology and Microsoft ITIL Certifications (desirable).
  • Demonstrated ability to install, manage, upgrade, maintain and troubleshoot operating systems and end user devices in enterprise environments.
  • Experience supporting MacOS and Windows 10/11 devices on corporate networks, including imaging, diagnostics, use of remote desktop technologies like Microsoft RDP, and support for Office 365, the Microsoft suite, and MDM solutions like Intune.
  • Experience training staff, creating user guides to make technical terms easier to understand, including O365, Power BI, Microsoft Teams, and everyday IT tasks on Mac and Windows.
  • Experience in ICT support via telephone, email, in-person and remote, with solid knowledge of administering Windows network operating systems in a high security environment.
  • Configuration of workstations via GPO with access to printers, applications and files.