IT SUPPORT TECHNICIAN, LEVEL 3

Boutique La Vie En Rose; Montreal; On-site; CAD 70,000 - 100,000; Full time

Job summary

La Vie en Rose Inc. is seeking a Level 3 IT Technician in Montreal to support the Level 2 team and act as a liaison with system administration and development teams.

The role focuses on maintaining the IT infrastructure, documenting service operations, and driving automation opportunities. Candidates should have 2 years as a Level 3 technician and 7 years in IT, preferably in Retail, with strong networking, Windows, imaging, and automation skills.

Qualifications

• Two years of experience as a Level 3 technician.
• Seven years of experience in IT, ideally in Retail.
• Excellent analytical skills.
• Ability to manage multiple short, medium and long-term projects simultaneously.
• Strong knowledge of wired and wireless network infrastructure (router, AP, firewall, DHCP, DNS, VPN, VLAN, VOIP).
• Proficiency with Windows operating systems and Office and Microsoft 365 suites.
• Strong understanding of imaging and automation processes.
• Knowledge of ServiceNOW and Manage Engine tools (an asset).

Responsibilities

• Support the Level 2 team during major incidents or problems.
• Manage and create documentation related to IT service operations processes.
• Manage and maintain the IT infrastructure, both hardware and software.
• Act as the bridge between Levels 1 and 2 and the system administration and application development teams.
• Oversee and automate IT processes.
• Maintain an overview of various projects and requests and manage priorities according to service agreements.
• Diagnose high-level technical issues.
• Ensure the application and adherence to La Vie en Rose procedures.
• Identify opportunities for improvement and automation.
• Ensure follow-ups and transparent communication within the teams.
• Stay informed of technological advancements and industry best practices.
• Promote the use and application of IT performance indicators (KPIs).
• Perform any other related duties.

Skills

Stress management

Communication

Teamwork

Attention to detail

Positive attitude

Tools

ServiceNOW

Manage Engine

Job description

Purpose of the role

Under the supervision of the Technical Support Manager, the Level 3 IT Technician will be responsible for supporting colleagues on the Level 2 team and ensuring the technical link with other internal and external departments.

Key responsibilities

• Support the Level 2 team during major incidents or problems.
• Manage and create documentation related to IT service operations processes.
• Manage and maintain the IT infrastructure, both hardware and software.
• Act as the bridge between Levels 1 and 2 and the system administration and application development teams.
• Oversee and automate IT processes.
• Maintain an overview of various projects and requests and manage priorities according to service agreements.
• Diagnose high-level technical issues.
• Ensure the application and adherence to La Vie en Rose procedures.
• Identify opportunities for improvement and automation.
• Ensure follow-ups and transparent communication within the teams.
• Stay informed of technological advancements and industry best practices.
• Promote the use and application of IT performance indicators (KPIs).
• Perform any other related duties.

Your profile

• Stress management and prioritization: You stay calm even in tense moments and you juggle priorities like a pro. Challenges are opportunities for you to shine and find effective solutions.
• Communication and teamwork: Your ability to communicate clearly and listen actively makes you an exceptional team partner. Your enthusiasm and collaborative spirit enrich every project.
• Enjoyment of a fast-paced environment: You feel at ease in a dynamic and fast-moving environment, where you can use your adaptability and maintain strong performance.
• Attention to detail and listening: Your attention to detail is impressive and you are always attentive, ready to understand needs and expectations to deliver high-quality work.
• Positive and dynamic attitude: Your contagious energy and motivation turn every challenge into an exciting opportunity. You approach each task with a smile and a proactive mindset.

Requirements

• Two years of experience as a Level 3 technician.
• Seven years of experience in IT, ideally in Retail.
• Excellent analytical skills.
• Ability to manage multiple short, medium and long-term projects simultaneously.
• Strong knowledge of wired and wireless network infrastructure (router, AP, firewall, DHCP, DNS, VPN, VLAN, VOIP).
• Proficiency with Windows operating systems and Office and Microsoft 365 suites.
• Strong understanding of imaging and automation processes.
• Knowledge of ServiceNOW and Manage Engine tools (an asset).

Permanent, full time

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