Senior Level 2 IT Specialist

S3 Technologies Inc.; Chicago (IL); Remote; USD 70,000 - 90,000; Full time

Job summary

S3 Technologies Inc. seeks a motivated Senior Level 2 IT Specialist to manage complex client inquiries and support internal teams. This role promises diverse experiences working across various technologies and clients while offering significant career growth opportunities and a commitment to professional development. Successful candidates will thrive in a dynamic environment and possess strong problem-solving abilities and excellent communication skills.

Benefits

Competitive salary based on experience

Group insurance

Ambitious corporate culture

Social and sporting activities

Games and relaxation area

Gym and showers on site

Qualifications

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

Responsibilities

• Handle complex tickets within the service desk.
• Support, install, configure, and troubleshoot a wide range of IT applications.
• Document actions taken and keep internal systems up to date.

Skills

Excellent communication

Customer service skills

Analytical thinking

Leadership

Prioritization management

Problem-solving

Education

DEP, AEC, DEC in a relevant field

Tools

Active Directory

Office 365

Windows 11

VPN

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 is proud to be a recognized leader in managed IT services in Montreal and one of the largest independent managed IT service providers in Canada. We serve a bilingual SMB clientele across various industries and are proud to be an employer of choice with a team of over 100 employees. S3’s sustained growth is driven first and foremost by referrals from satisfied clients.

What sets us apart is our commitment to prioritizing business outcomes over technology. While we’re passionate about IT, our true motivation comes from clients telling us that our work had a concrete and positive impact on their business.

Our ambition is clear: to become the leading managed and co-managed IT services provider for SMBs in Quebec, and to contribute to their success by making them more secure, productive, and future-ready. In our primarily remote work environment, you’ll have the opportunity to challenge yourself daily alongside colleagues who share your passion and are determined to be the best. If you want to join a team where continuous improvement is a core value and where clients are at the center of everything we do, we want to meet you!

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.

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.

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

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
• 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.

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