Desktop technician - Retail Equipment

CGI; Laval (administrative region); On-site; CAD 45,000 - 55,000; Full time

Job summary

A leading IT consulting firm in Laval, Quebec is seeking a Technical Support Specialist to provide Level 2 support for IT equipment. The ideal candidate will have a diploma in IT or a related field, with experience in technical support and knowledge of IT hardware. Bilingual communication skills in French and English are essential. The role involves analyzing and resolving technical issues and maintaining inventory records. Join a dynamic team working on modernizing printing systems and improving citizen services.

Qualifications

• Availability to work on a rotating schedule covering 24/7 operations.
• Excellent communication skills in both French and English, spoken and written.
• One year of experience in technical support, ideally in a multisite environment or supporting external clients.
• Experience diagnosing and resolving issues related to IT hardware (printers, terminals, peripherals, etc.).
• Experience using a ticketing system (e.g., ServiceNow) — a strong asset.

Responsibilities

• Respond to Level 2 support calls related to the IT equipment used at the client’s site.
• Analyze and identify the root cause of issues.
• Escalate Level 3 cases to software and/or technical specialists.
• Document all interventions in the support system (ServiceNow).
• Forward calls to suppliers when required.
• Ensure follow-up on interventions with stakeholders, clients, and suppliers.
• Maintain the inventory and repair records for all types of Mini-Terminal devices.
• Initiate billing notices to the administrative department when needed (Mini-Terminals).

Skills

English

French

Analytical Thinking

Detail-oriented

Diagnostics & Resolution

Point of Sale

Retail

Education

Diploma of Vocational Studies (DEP) or College Studies (AEC/DEC) in IT, electronics, computer support, or a related field

Tools

ServiceNow

Job description

Position Description

The selected candidate will join a dynamic team working on a major modernization project for printing systems. You will be part of a motivating environment where you can rely on the expertise and collaboration of experienced colleagues. We offer an innovative work setting that leverages the latest printing and document‑management technologies, while allowing you to develop your expertise within a large‑scale project that will have a direct impact on the efficiency of citizen services.

Your future duties and responsibilities

• Respond to Level 2 support calls related to the IT equipment used at the client’s site.
• Analyze and identify the root cause of issues.
• Escalate Level 3 cases to software and/or technical specialists.
• Document all interventions in the support system (ServiceNow).
• Forward calls to suppliers when required.
• Ensure follow‑up on interventions with stakeholders, clients, and suppliers.
• Maintain the inventory and repair records for all types of Mini‑Terminal devices.
• Initiate billing notices to the administrative department when needed (Mini‑Terminals).

Required qualifications to be successful in this role

• Availability to work on a rotating schedule covering 24/7 operations.
• Excellent communication skills in both French and English, spoken and written.
• Diploma of Vocational Studies (DEP) or College Studies (AEC/DEC) in IT, electronics, computer support, or a related field.
• One year of experience in technical support, ideally in a multisite environment or supporting external clients.
• Experience diagnosing and resolving issues related to IT hardware (printers, terminals, peripherals, etc.).
• Experience using a ticketing system (e.g., ServiceNow) — a strong asset.

Skills

• English
• French
• Analytical Thinking
• Detail‑oriented
• Diagnostics & Resolution
• Point of Sale
• Retail

What you can expect from us

Together, as owners, let’s turn meaningful insights into action.

Life at CGI is rooted in ownership, teamwork, respect and belonging. Here, you’ll reach your full potential because…

You are invited to be an owner from day 1 as we work together to bring our Dream to life. That’s why we call ourselves CGI Partners rather than employees. We benefit from our collective success and actively shape our company’s strategy and direction.

Your work creates value. You’ll develop innovative solutions and build relationships with teammates and clients while accessing global capabilities to scale your ideas, embrace new opportunities, and benefit from expansive industry and technology expertise.

You’ll shape your career by joining a company built to grow and last. You’ll be supported by leaders who care about your health and well-being and provide you with opportunities to deepen your skills and broaden your horizons.

At CGI, we value the strength that diversity brings and are committed to fostering a workplace where everyone belongs. We collaborate with our clients to build more inclusive communities and empower all CGI partners to thrive. As an equal‑opportunity employer, being able to perform your best during the recruitment process is important to us. If you require an accommodation, please inform your recruiter.

To learn more about accessibility at CGI, contact us via email. Please note that this email is strictly for accessibility requests and cannot be used for application status inquiries.

Come join our team—one of the largest IT and business consulting services firms in the world.