Senior Level 3 IT Support Technician | Complex Incident Expert

Montechnicien; Montreal (administrative region); On-site; Full time

Benefits offered by this job

RRSP with employer contribution

Flexible schedule for better work-life balance

Discretionary days off

Access to a private island with cottage

Free babysitting service 1 evening/month

Job summary

A well-established IT company in Montreal seeks a Level 3 Support Technician to guide teams through complex incident resolutions and improve support practices. This role involves ownership of escalated tickets and collaboration on technical issues surrounding Windows environments and Microsoft 365. Bilingual candidates with at least 3 years of Level 3 support experience and strong diagnostic skills are preferred. Join a dynamic team focused on delivering high-quality service and innovative solutions.

Qualifications

• Minimum of 3 years of experience in Level 3 support and managing escalated tickets.
• Excellent technical documentation and procedure-writing skills.
• Experience in multi-client environments.

Responsibilities

• Take ownership of tickets escalated by Level 1 and Level 2 technicians.
• Collaborate with colleagues to analyze and resolve complex technical incidents.
• Identify root causes of incidents and recommend sustainable solutions.

Skills

Excellent diagnostic and complex problem-solving skills

Strong command of Windows environments

Solid Microsoft 365 expertise

Networking knowledge (DNS, DHCP, VLAN, VPN)

Analytical, structured, and self-directed mindset

Client-focused with a strong commitment to service quality

Bilingual (French and English)

Job description

A well-established IT company in Montreal seeks a Level 3 Support Technician to guide teams through complex incident resolutions and improve support practices. This role involves ownership of escalated tickets and collaboration on technical issues surrounding Windows environments and Microsoft 365. Bilingual candidates with at least 3 years of Level 3 support experience and strong diagnostic skills are preferred. Join a dynamic team focused on delivering high-quality service and innovative solutions.