Sta: Bilingual Escalation IT Analyst L3

2 days ago

Montréal, Canada MSP OPERATIONAL CORP Full time

As we continue to grow, we are looking for a Bilingual **Escalations IT Analyst L3** to join our internal client's team.

**About the Role**

As **Escalations IT Analyst L3**, you will be involved in to our incident management and escalation processes, serve as a high-level technical point of contact for unresolved issues, and ensure service excellence across our client environments. This role is ideal for someone with strong troubleshooting capabilities and deep infrastructure expertise in a multi-tenant environment.
- ** Schedule**: Monday to Friday, 40 hours per week, 8:30 a.m. - 5:00 p.m.
- ** Location**: Richmond Hill, ON or Montreal, QC
- ** Work Mode**: On-Site

**What You Will Do**
- Serve as the final escalation point for complex incidents from Level 1 and Level 2 teams.
- Manage and maintain the N-Central RMM dashboard; lead its optimization and performance.
- Oversee proactive maintenance activities performed by the overnight shift technicians.
- Assist in leading resolution efforts for critical issues involving core infrastructure, networks, and cloud systems.
- Develop and maintain Standard Operating Procedures (SOPs) for the NOC.
- Maintain accurate and up-to-date network and infrastructure documentation.
- Support onboarding of new clients from a monitoring/escalation perspective.
- Mentor junior team members and assist with technical training and knowledge sharing.

**What We Are Looking For**
- 5+ years of experience in IT operations, with at least 2 years in a senior or escalation role within an MSP.
- ** Bilingual (French and English) - proficiency in both languages is required.**:

- Highly organized with excellent time management and prioritization skills.
- Deep experience in Windows Server 2025 and earlier versions.
- Proven ability to manage and troubleshoot systems like SQL Server, Exchange, SharePoint.
- Strong knowledge of Hyper-V and VMware virtualization platforms.
- Cloud experience with Microsoft Azure, Office 365, and Google Workspace.
- Network expertise including Cisco Routing & Switching, SonicWALL firewalls, FortiGate firewalls, and enterprise wireless solutions.
- Experience with monitoring tools and RMM platforms; N-Central or ConnectWise experience is nice to have.

**Why Work at MSP Corp**
- Benefits package.
- Dynamic work environment.
- Corporate gym discounts.
- Wellness day.
- Opportunities for growth and training.

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