Senior Level 2 IT Specialist

S3 Technologies Inc.; Quebec; Remote; CAD 90,000 - 100,000; Full time

Job summary

S3 Technologies Inc. is seeking a Senior Level 2 IT Specialist to provide exceptional technical support in a dynamic, client-focused environment. The role requires handling complex service desk tickets, mentoring Level 1 specialists, and ensuring accurate client documentation in a flexible remote work setup. Ideal candidates should have strong communication skills, analytical thinking abilities, and at least two years of IT experience, particularly with Active Directory and Office 365.

Benefits

Flexible remote work policy

Group insurance

Ongoing training and certification funding

Games and relaxation area in the office

Gym and showers on site

Qualifications

• Minimum of 2 years of relevant IT experience.
• Fluency in French, both spoken and written.
• Experience in customer service and ticketing systems.

Responsibilities

• Analyze client requests to identify priority and impact.
• Provide remote support for office applications and devices.
• Document actions taken and keep systems updated.

Skills

Communication

Customer Service

Analytical Thinking

Teamwork

Problem-solving

Education

DEP, AEC, DEC in a relevant field or equivalent experience

Tools

Active Directory

Office 365

Windows 11 tools

Job description

COMPANY VALUES: We succeed when our clients succeed + THE best at what we do + Passion drives our determination + Better every day + Cybersecurity in everything + Stronger together

With over 20 years of experience, S3 Technologies has proven itself as a leader and employer in the IT services sector in the Greater Montreal area, serving bilingual SMB clients across various fields. It is an experienced, dynamic, and ambitious company with nearly 100 employees. In a structured yet flexible environment, where everyone contributes to the company’s growth, you will have the opportunity to excel and develop while working primarily from home. Indeed, S3 values autonomy and flexibility, allowing most employees to work almost entirely remotely.

You will play a key role on a daily basis by providing an exceptional customer experience to each of our clients and tackling stimulating challenges, all while enjoying a better work-life balance.

The Role

S3 Technologies is currently offering an exciting career opportunity for a Senior Level 2 IT Specialist. The ideal candidate will use their technical expertise to handle the most complex tickets within the service desk. You’ll be a go-to resource for assisting and guiding Level 1 IT Specialists and handling their escalations. You’ll also ensure that documentation for each client is accurate, up to date, and clear.

Role Highlights

• Stimulating Environment
  
  

No two days will be the same—you’ll constantly face new challenges, learn about new technologies, and boredom is never on the agenda. In this ever-changing environment, you’ll be intellectually stimulated by new people, new problems, and the constant need to reassess your priorities. Your adaptability will allow you to juggle various tasks and responsibilities and grow quickly in your career.

• Diverse Client Base
  
  

In an MSP environment, you’ll work with a wide variety of clients, industries, and technical environments. This is the perfect setting to grow your technical knowledge and develop your skills in customer service, priority management, decision-making, collaboration, teamwork, and communication.

• Career Advancement Opportunities
  
  

With a wide range of departments and roles, your next career move is within reach at S3! Whether you’re interested in onsite support, infrastructure, cybersecurity, project management, team leadership, or IT planning, there’s a place for you to grow and thrive. All roles are posted internally before being advertised externally, giving current employees the first opportunity to advance.

• Hands-On Learning Opportunities with Clients
  
  

In addition to providing remote support to our clients, you may also have the chance to visit their offices to put your skills into action. Our top IT Specialists, proudly representing S3, can join a pool of occasional onsite technicians (with additional compensation) to strengthen their practical experience and career advancement.

• Knowledge and Talent Development
  
  

To support your career goals and passion for new technologies, we help fund certifications and training (with manager approval). Developing and achieving your career plan is a top priority, and we’ll do our best to support you every step of the way.

• Remote Work Opportunities
  
  

After your onboarding and once you’re autonomous and efficient in your role, you’ll be eligible for our remote work policy. You can choose to work from home 5 days a week or come into the office—especially for our monthly events or to take part in our social clubs.

Success Criteria

By 3 months:

• You’re well integrated with your team and your assigned manager
• You have a solid understanding of key service desk processes and procedures
• You’re comfortable joining the on-call rotation
  
  

By 12 months:

• You’ve developed complete technical knowledge of the main clients assigned to your team
• You’re comfortable becoming a subject matter expert for new client(s) assigned to your team
  
  

Main Job Responsibilities

• Understand and analyze client requests to identify priority and impact
• Recognize and follow escalation procedures when necessary
• Remotely support, install, configure, and troubleshoot a wide range of office applications, computers, peripherals, and mobile devices
• Provide clients with updates on the progress of their support requests
• Document actions taken and keep internal systems up to date
• Participate in the on-call rotation
  
  

Qualities of the Ideal Candidate

• Excellent communication and customer service skills
• Thrives in a fast-paced, high-pressure environment
• Strong analytical thinking and critical judgment
• Team player with a collaborative mindset
• Able to manage priorities and high-pressure situations autonomously and creatively
• Skilled at handling multiple tasks and responsibilities with precision and attention to detail
• Curious, eager to learn and highly adaptable
• Passionate about information technology
• Proactive, self-starter and a natural leader
  
  

Job Requirements

• DEP, AEC, DEC in a relevant field, or equivalent experience
• Minimum of 2 years of relevant IT experience
• Fluency in French, both spoken and written
• Experience and strong skills/knowledge in configuring, managing, installing, and troubleshooting:
• Users and laptops
• Windows 11 tools
• Active Directory
• Office 365
• VPN
• Various applications and peripherals (printers, keyboards, mice, monitors, etc.)
• Experience in customer service, call centers, and/or working with a ticketing system
  
  

Assets

• Bilingualism (French/English)
• Proficiency in Spanish
• Experience in training or mentoring
• Knowledge of tools such as ConnectWise, SharePoint, OneDrive, InTune, AutoCAD, TaxPrep, Mac OS, Caseware, etc.
• Relevant certifications (e.g., CCNA, AZ-104, Fortigate NSE, CompTIA Security+ or Network+)
• Ability and willingness to occasionally travel onsite
  
  

Distinctive Advantages

• Competitive salary, based on your experience
• Flexible remote work policy
• 5 minute walk from Place des Festivals, in downtown Montreal
• Group insurance
• Ambitious and dynamic corporate culture
• Several social and sporting activities throughout the year
• Opus card paid in part by the company
• Games and relaxation area in the office
• Gym and showers on site
  
  

Only selected candidates will be contacted.

Seniority level

• Seniority level

  Mid-Senior level

Employment type

• Employment type

  Full-time

Job function

• Job function

  Information Technology

• Industries

  Computer and Network Security and IT Services and IT Consulting

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