Job Description

• Provide remote phone support for Level 1 and Level 2 incidents
• Create, modify, and manage users, groups, and access rights via Active Directory
• Provide occasional Level 1 and Level 2 client support
• Maintain up-to-date incident documentation within the ticketing system
• Monitor the alerting and monitoring software
• Provide software, hardware, and operational support
• Escalate incidents and follow up with users
• Perform on-call duties to ensure service coverage outside regular business hours (with financial compensation)
• Maintain up-to-date client hardware and software inventory
• Diagnose and perform hardware repairs for desktops, laptops, hard drives, network tools, and other equipment
• Install computer workstations, software, network printers, and other peripherals
• Assist administrators with their projects
• Participate in client onboardings
• Advise clients on technology-related decisions
• Configure monitoring tools
• Provide documentation templates
• Act as a coach for junior technicians
• Ensure proper escalation of requests to the appropriate teams
• Configure Microsoft 365 environments
• Serve as an escalation point for Level 2 and Level 3 requests

Required languages: French and English

Education level: DEC

Required skills: • Have a minimum of 2 years of experience in IT support • Possess basic knowledge of the following: • Microsoft network environments (Active Directory) • Microsoft Office Suite and MS-365 systems • Networking and network equipment (Cisco switches and routers, network cabling, TCP/IP protocols) • Remote desktop/control tools • Terminal server environments • Citrix and VMware virtualization products (an asset)

Closest intersection: McGill College Av./Cathcart