Retail IT Technician – Printers & POS Support

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

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.