Senior IT Technician

Are you passionate about technical support, but also enjoy thinking about how to improve processes and enhance the user experience? We’re looking for a Senior IT Technician to join our team. This role combines day-to-day IT support with active contributions to the continuous improvement of our IT services.

As an experienced professional, you will also act as a technical leader and point of reference for the team. You will play a key role in gathering requirements from stakeholders, documenting processes, and helping train team members to strengthen their skills in needs analysis and client relations.

Key Responsibilities

1. Provide advanced technical support to end users.
2. Troubleshoot incidents related to workstations, software, collaborative tools, peripherals, and network access.
3. Assist in the training of end users on IT tools.
4. Track and manage requests in the ticketing system and ensure timely resolution.
5. Act as an escalation point for junior and intermediate technicians.
6. Be a positive leader within the team: share knowledge, support colleagues, and foster collaboration across the IT services team.
7. Gather functional and technical requirements from various internal teams.
8. Work with project teams to improve the scope and effectiveness of IT support.
9. Clearly document processes, technical solutions, and service best practices.
10. Contribute to the definition and improvement of business processes related to IT services.

1. College diploma (DEC) in computer science or related field.
2. At least 5 years' experience in IT support, including significant experience in process improvement or technical coordination.
3. Excellent communication and listening skills to interact with different levels of the organization.
4. Demonstrated experience in requirements analysis and functional/technical documentation.
5. Proficiency in Atlassian suite tools (incident management, requests, changes, documentation).
6. Knowledge of ITIL best practices.
7. Ability to express oneself effectively in French and English, both orally and in writing, in order to use the systems and tools and to carry out various tasks.

1. Telemedicine service and employee and family assistance program.
2. Group insurance and RRSP plan with employer contribution.
3. Discount on purchases at Simons.
4. Training room complete with locker rooms, group classes and kinesiology service.
5. Cafeteria service offering a varied, affordable menu.