Level 2 IT Technical Associate

2 months ago


Montréal, Canada JC Logic Inc Full time

**Level 2 IT Technical Associate Job Duties**
- Handle incoming problem tickets, troubleshooting customer related IT problems over the telephone, onsite, and with remote access technologies.
- Manage, maintain, and support our users' devices, networks, equipment, software and services - their entire IT infrastructure.
- Record all support activities, progress, actions, and status tasks within the ticketing system.
- Analyze remote monitoring reports to proactively identify any risks to system availability, including capacity, performance and potentially security related risks, opening service tickets as required to effectively manage and resolve any problems identified.
- Maintain Identity and Access Management (IAM) systems, primarily focused on Active Directory and Azure/Office 365 related technologies, including different 2FA/MFA systems.
- Participate in the after-hours “on-call” rotation schedule.
- Advise Management of situations that may require additional client support, escalating when and as required.

**Competencies**
- Decision Making
- Teamwork
- Communication
- Troubleshooting and problem-solving
- Responsibility and accountability
- Results Oriented
- Stress Tolerance
- Relationship builder
- Organization
- Flexible
- Initiative
- Multi-tasker
- Detail orientated
- Quick learner and adaptable

**Requirements**:

- Employment experience: 2-5 years of hands-on work experience in an IT technical services role
- Bilingual - French and English, written and spoken.
- Strong technical knowledge of Windows 10, Office 365, Active Directory, and operating system imaging (installation, migration, configuration, maintenance, administration and troubleshooting).
- Able to manage multiple tasks in an environment of rapid change and shifting priorities.
- Excellent problem solving and customer service skills.
- Must be organized, detailed-orientated, dependable and flexible.
- Capable of learning quickly and adapting to different situations.
- Knowledge of basic networking concepts, protocols and technologies, including devices such as switches, firewalls, and routers.
- Experience with VOIP an asset.
- Knowledge of Cisco IOS, Veeam Backup & Replication, RMM, PSA,
- Valid driver's license.
- Reliable transportation required.

**Job Types**: Full-time, Permanent

**Salary**: $70,000.00-$85,000.00 per year

**Benefits**:

- Dental care
- Extended health care
- Life insurance
- Paid time off

Schedule:

- Monday to Friday
- Overtime
- Weekend availability

Supplemental pay types:

- Overtime pay

Ability to commute/relocate:

- Montréal, QC: reliably commute or plan to relocate before starting work (required)

Work Location: Hybrid remote in Montréal, QC

Expected start date: 2023-01-16



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