About the role

Technician providing the 2nd level IT support for clients at GC Brieau in Sherbrooke, Quebec. Involves both on-site and remote assistance along with project collaboration.

Responsibilities

Provide second-level technical support to our clients with professionalism and efficiency (on-site, remotely, or by phone).
Manage requests through our ticketing system, ensuring rigorous follow-up and rapid resolution.
Handle escalations from Level 1.
Diagnose technical issues and propose effective solutions.
Document interventions and keep internal procedures up to date.
Conduct various compliance checks for our clients.
Train users on deployed tools.
Perform on-site interventions at client locations with attention to detail and customer service.
Collaborate with Level 1 and Level 3 teams as well as project teams to ensure smooth handling of more complex requests.

Education in IT (DEP, DEC, or equivalent)
3 to 5 years of experience in IT support
Autonomy, resourcefulness, and strong organizational skills
Excellent communication and customer service skills
Knowledge of computer hardware (PCs, printers, peripherals)
Proficiency with Windows and Microsoft 365
Solid knowledge of fundamental and advanced networking concepts (TCP/IP, VLAN, DNS, DHCP, VPN, firewalls, and network device management)
Valid driver's license and vehicle required
English is an asset.

Dynamic, non-routine work environment
Varied mandates: support, deployments, cybersecurity, cloud, automation
Ongoing training, certifications (Microsoft, Fortinet, etc.), and personalized coaching
Open management style based on collaboration and transparency
Supportive, team-oriented environment
Access to modern technologies: Microsoft 365, Azure, Intune, Sentinel, Defender, RMM, EDR
Comprehensive group insurance (including dental care and health spending account)
RRSP-DB plan
Employee Assistance Program (EAP)
Reimbursement for training and professional development activities