About the role

Technical Support Analyst providing level 1/2 IT support for internal users. Working remotely while assisting with technical issues and user queries in a customer-centric role.

Responsibilities

You will be working in a second-line technical support role is responsible for providing first/second level technical support to internal users.
In this role you will respond to service requests, triage technical issues, and provide technical guidance to internal business customers, escalating more complex issues as required.
The incumbent must be very customer-centric, organized, and able to work independently.
The role will require scheduled after hours and weekend work on a recurring basis to implement changes and projects that can not be completed during core business hours.
Respond to user queries via phone, email, chat, or the IT service management solution in a timely and professional manner
Log and track all incidents and service requests in ServiceNow
Provide first and second-level diagnosis and resolution for hardware, software, network, and application issues
Escalate unresolved issues to other Dept Level 2/3 support teams according to escalation procedures
Assist with setting up and configuring desktops, laptops, mobile devices, and peripherals using Intune/Autopilot
Support user account management including password resets and access permissions
Follow up with users to ensure full resolution of issues
Document troubleshooting steps, solutions, and user feedback
Maintain knowledge base articles and contribute to continuous service improvement

3+ years of experience in an IT support/Helpdesk role with level 2 duties
Bilingual in English and French – Excellent oral and written communication skills in both languages.
Solid understanding of Windows operating systems, Windows 11
Strong understanding of Office 365, email clients, and common productivity tools
Excellent problem-solving and communication skills
Strong customer service orientation and interpersonal skills
Ability to work in a team environment and follow established processes
Post-secondary education in a technical field or equivalent
Relevant certifications (e.g., CompTIA A+, ITIL Foundation) would be considered an advantage
Experience with ServiceNow and remote support tools would be considered an advantage