Senior IT Support Specialist

2 days ago


MontréalOuest, Quebec, Canada goeasy Ltd Full time
Job Summary:

We are seeking a highly skilled and experienced Help Desk Manager to join our team in Montreal, QC. As a key member of our IT department, you will be responsible for providing top-notch technical support to our employees, ensuring seamless day-to-day operations.

About the Role:
  • Serve as the primary point of contact for technical issues across all business lines
  • Install, maintain, and troubleshoot hardware and software systems
  • Manage and resolve technical support tickets within established service level agreements
  • Perform remote troubleshooting using diagnostic techniques and questioning skills
  • Determine the most effective solution based on the issue and employee feedback
  • Guide employees through the problem-solving process and ensure timely resolution
  • Escalate unresolved issues to senior support personnel or relevant departments when necessary
  • Record and document events, problems, and resolutions in ticket logs
  • Monitor and update ticket status and information
  • Identify and suggest improvements to current procedures and processes
  • Liaise with external vendors to resolve technical issues where required
  • Coordinate site outages and ensure minimal disruption to business operations
  • Obtain approval for new equipment and services purchases
  • Communicate with internal stakeholders, including managers and directors, on escalated issues
  • Provide comprehensive training and walkthroughs for new field users on available technology
Requirements:
  • Bilingualism (English and French) is mandatory
  • A minimum of 5 years of experience in an IT and infrastructure capacity
  • Proven track record as an IT specialist, help desk manager, or customer support professional
  • Experience with Windows 10 & 11, M365, Active Directory, and ITSM ticketing systems is essential
  • Knowledge of SCCM and Intune is a significant asset
  • Strong understanding of computer systems, printers, VoIP, networks, mobile devices, and other technical products
  • Ability to diagnose and resolve basic technical issues
  • Able to work full-time (37.5 hours/week) at our Montreal office
  • Will to travel within Canada as needed
Benefits:
  • On-site position requiring attendance 5 days per week at our Montreal office
  • Employee discounts on furniture, electronics, and appliances
  • Company-paid volunteer days for community involvement
  • Access to 24/7 healthcare through Virtual Doctor Appointments
  • Flexible benefits package tailored to individual needs
  • Ongoing training and development opportunities

Estimated Salary: $65,000 - $85,000 per year, depending on experience



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