IT Support Technician Montreal

Terrestar Solutions Inc.; Montreal; On-site; CAD 50,000 - 80,000; Full time

Job summary

An established industry player is seeking an IT Support Technician to join their dynamic team. This role offers the opportunity to provide crucial support for both Mac and PC laptops, ensuring seamless operation for end users. You will be responsible for troubleshooting software, hardware, and networking issues while managing Office 365 functionalities. With a focus on continuous improvement, you will collaborate with colleagues to resolve complex challenges and document all interactions using a ticketing system. If you thrive in a collaborative environment and are passionate about technology, this position is perfect for you.

Qualifications

• 5+ years of experience in IT support roles with strong knowledge of Office 365.
• Collegial diploma in IT or relevant field with certifications like CompTIA A+.

Responsibilities

• Provide first and second-level support for software, hardware, and networking issues.
• Document issues and manage requests using the ticketing system.

Skills

Continuous Learning

Innovative Spirit

Risk Management

IT Security Management

Service Orientation

Team Collaboration

Autonomous Work Planning

Business Acumen

Education

Collegial diploma in information technology

Certification in relevant IT fields

Tools

Office 365

IT Service Management Tools

Autopilot

Intune

Azure Virtual Desktop

SharePoint

Teams

Job description

The IT Support Technician reports to the Manager of End User Computing and IT Service Management. The role involves providing support and maintenance for Mac and PC laptops, offering 1st and 2nd level support for software, hardware, and networking issues. The incumbent will be responsible for managing Office 365 technical functionality and licensing, assisting employees and consultants with their issues and requests, documenting them using the ticketing system, and conducting regular maintenance and patching.

The main responsibilities are:

End-Users Support

• Deliver first and second-level support to end users for computer platforms, software, and networking issues.
• Offer one-on-one training and guidance to users as needed.
• Work together with team members on finding solutions to complex issues when necessary.

Troubleshooting

• Handle and resolve issues concerning Office 365 technical functionality and licensing.
• Perform regular maintenance and patching of end-user computing resources.

Documentation

• Document and manage issues and requests using the designated ticketing solution.

COMPETENCY PROFILE AND MINIMUM REQUIREMENTS

Education/Experience/Certification

• Collegial diploma in information technology or in a relevant field.
• Certification in relevant IT fields (e.g., CompTIA A+, Microsoft Certified: Azure Fundamentals, etc.).
• Five years of experience in an IT support role.
• Experience with IT service management tools.
• Experience with Autopilot and Intune configurations.
• Experience supporting Windows and Mac computers.
• Experience supporting Azure Virtual Desktop is desirable.
• Experience supporting SharePoint and Teams.

Other qualifications

• Strong knowledge of Office 365 tools.
• Knowledge of networking fundamentals.

Skills Required

• Ability to develop constantly in a spirit of continuous learning.
• Generates value and has an innovative spirit.
• Demonstrates sound management of organizational risk and IT security.
• Has a service approach.
• Team player and collaborative.
• Plans and organizes work autonomously, rigorously and agilely.
• Has a strong business acumen.