Senior IT Support Specialist
2 days ago
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
- 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
- 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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