Level 2 IT Technician

Fed IT; Montreal; Hybrid; CAD 55,000 - 75,000; Full time

Job summary

Une agence de recrutement spécialisée recrute un Technicien de Support Niveau 2 pour une entreprise dans le secteur du transport à Montréal. Ce poste hybride implique la gestion des demandes techniques, un sens aigu de l'urgence et la capacité à communiquer efficacement en français et en anglais. Le candidat idéal aura au moins 5 ans d'expérience en support technique et une solide connaissance des systèmes Windows.

Qualifications

• Minimum de 5 ans d'expérience en support technique.
• Expérience avec la gestion de Windows 11 et Microsoft 365.
• Capacité à communiquer efficacement en anglais et en français.

Responsibilities

• Fournir un support technique et résoudre des problèmes pour les utilisateurs.
• Documenter les incidents dans le système de tickets.
• Participer aux projets globaux des opérations informatiques.

Skills

Résolution de problèmes

Compétences en communication

Gestion de temps

Sens de l'urgence

Analyse

Education

Diplôme universitaire en Informatique ou Administration Réseau

Tools

Microsoft 365

Windows 7/8/10/11

Microsoft Office

Teams

OneDrive

SharePoint

Job description

I'm Clémence, recruitment and business development consultant at FED IT, a recruitment agency specializing in IT professions.

I work on two types of recruitment : temporary and permanent.

All our consultants are IT experts who speak your language and work in your environment. We cover the IT, development, business intelligence and infrastructure professions.

We are looking for an experienced Level 2 Support Technician to join a company in the transport sector, located in Montreal.

This is a permanent, hybrid position (3 days on site), with some travel to Becancour.

Reporting to the Vice President of Finance, you will be a key asset to the IT department's technical support team. In this role, your main responsibilities will include :

Key Responsibilities

• Provide exceptional customer service by assisting users across various sites and resolving their technical issues or service requests;
• Quickly identify and address urgent technical problems as they arise;
• Prioritize service requests based on urgency and business impact;
• Accurately document incidents and service requests in the ticketing system;
• Collaborate on the development and implementation of global IT operations projects;
• Maintain and regularly update IT operations documentation;
• Perform routine checks, security audits, and quality controls, and keep records of these activities;
• Liaise with third-party vendors and equipment providers when required;
• Assist with the preparation, maintenance, and upgrade procedures of the IT infrastructure;

Carry out any other related tasks that support project execution.

Requirements

• University-level education in Computer Science, Network Administration, or a related field (Bachelor's degree or certificates);
• Minimum of 5 years of experience in a service desk or technical support role;
• Strong problem-solving skills and a proactive mindset;
• Solid knowledge of laptops, desktops, and Windows 11 operating systems;
• Willingness to respond to urgent issues outside regular working hours when needed;

Excellent verbal and written communication skills in both French and English.

Required Technical Skills

• Experience with Windows 7 / 8 / 10 / 11;
• Proficiency in Microsoft 365 and Exchange administration;
• Familiarity with Microsoft Office suite, Teams, OneDrive, and SharePoint;

Knowledge of mobile and IP telephony systems.

Considered Assets

• Experience with Microsoft Azure and Active Directory;
• Knowledge of VMWare and VEEAM;
• Familiarity with Windows Server 2012, 2012 R2, 2016, and 2019;

Desired Qualities

• Strong sense of urgency, high motivation, excellent time management and organizational skills;

Attention to detail, analytical thinking, curiosity, and strong interpersonal skills.

• The use of English is required for this position for the following reasons :
• Communication with international customers : As some of our customers are based abroad, you will be required to communicate regularly with them in English, both orally and in writing.
• Working with English-speaking partners : You will be required to work with English-speaking suppliers and partners to monitor orders and manage contracts.
• Drafting documents in English : You will be responsible for drafting reports, proposals and contracts in English, for our international customers.