JOB SUMMARY:

We’re looking for a proactive and customer-centric IT Support Lead to join our dynamic IT team. In this role, you’ll be instrumental in maintaining the seamless operation of our organization’s IT desktop infrastructure & systems and delivering exceptional technical support to our end-users in Montreal.

REQUIREMENTS/QUALIFICATIONS:

• High School Diploma/School Leaving Certificate; Associate’s Degree in IT or equivalent.
• Three or more CSEC/GCE subjects.
• Two (2) to three (3) years’ experience in Information Technology or providing technical support.
• Relevant industry IT certifications (e.g., CompTIA A+, Network+ C) are a plus.
• In-depth knowledge of desktop operating systems (Window 7,8,10 and 11 a must. Window Servers 2008-19), hardware, and software.
• Excellent oral and written communication skills in English.
• Ability to work independently and in a team environment and effectively prioritize and manage multiple tasks.
• Good documentation skills and keenness to maintain & update knowledge base.
• Basic networking knowledge related to IP addressing, ethernet, cabling and remote desktop tools.

CORE RESPONSIBILITIES:

• Organize, set up, and configure equipment, including desktops/laptops, desk-phones, printers, copiers, and scanners, resolving related issues.
• Execute moves, adds, and changes with workstations, managing network and system access for employees.
• Provide support for Microsoft 365 services such as Teams, SharePoint, and OneDrive.
• Conduct root cause analysis, implement preventive measures, and troubleshoot issues related to Microsoft 365 applications.
• Onboard new users, ensuring seamless IT resource setup, and conduct training sessions for effective resource utilization.
• Monitor the ticketing system, offering level-1 & 2 technical support to resolve software installations, PC hardware problems, printer malfunctions, and other IT issues.
• Manage user accounts and access requests for various Software as a Service (SaaS) applications and Microsoft Active Directory, ensuring data security.
• Maintain updated documentation of IT assets & inventory, incorporating configuration and quantity changes.
• Act as an escalation point for complex technical issues, providing level-2 support to resolve advanced problems beyond the scope of level-1 technicians.
• Collaborate with vendors and third-party service providers to facilitate the resolution of hardware and software issues, ensuring timely and effective solutions.
• Assist in the planning and execution of IT projects, including system upgrades, migrations, and deployments, contributing valuable insights and technical expertise.
• Conduct regular system performance monitoring, identifying and addressing potential bottlenecks or inefficiencies to optimize overall desktop and network performance.
• Collaborate with security and compliance team to implement and enforce security measures, including antivirus updates, and adherence to security policies.
• Perform advanced troubleshooting and diagnostic procedures for hardware, software, and network issues, demonstrating a high level of technical proficiency.
• Assist in the evaluation and testing of new technologies, recommending innovative solutions to enhance the overall efficiency and functionality of the IT environment.
• Perform related work, with duties outlined as illustrations of various tasks; omission of specific statements doesn’t exclude similar or related work assignments.

OUR PURPOSE:

Our goal is to create the best human experience, ensure the highest client satisfaction, and transform clients’ customers into loyal advocates for life.
Check out our YouTube video: https://youtu.be/AsPjX-5uyQ