Technical Support Team Lead guiding six specialists for a 24/7 B2B SaaS platform serving hospitality and transportation operations. Owning escalations, KPIs, incidents, and support tooling.
About the role
- Technicien en soutien informatique pour TEHORA, firme québécoise de services techniques et de gestion de projets. Assurer le soutien Microsoft 365, Windows, VPN et comptes utilisateurs au Québec.
Responsibilities
- Receive and handle user calls, emails, and service requests
- Diagnose and resolve IT incidents remotely
- Provide support for Microsoft 365 tools, including Outlook, Teams, Word, Excel, and SharePoint
- Support VPN and remote-work environments
- Administer user accounts in Active Directory and Entra ID
- Document interventions in the client’s IT service management (ITSM) tool
- Escalate incidents to specialized teams when required
- Contribute to the continuous improvement of support processes
- Maintain a high level of customer service quality
- Participate in coordination meetings and knowledge-transfer activities
Requirements
- Hold a college diploma (DEC) or college attestation (AEC) in computer science, with a minimum of one (1) year of relevant experience
- Or hold a vocational diploma (DEP) in computer science, with a minimum of three (3) years of relevant experience
- Experience providing user support in a corporate environment
- Proficiency with Microsoft 365 and the Windows environment
- Knowledge of Active Directory and Entra ID
- Knowledge of TCP/IP networking, DNS, DHCP, and Wi-Fi
- Excellent customer service skills
- Demonstrate autonomy, thoroughness, and an excellent sense of priorities
- Communicate clearly in French, both orally and in writing
- Eligible for a government security clearance
Benefits
- Remote work and flexibility to accommodate your family obligations
- An entrepreneurial culture that encourages creativity and innovation
- Flexible schedules, depending on the type of employment contract
- Leave in the event of illness and for family-related events
- Suitable IT equipment and tools
- A fulfilling and motivating work environment
- Social and environmental initiatives
- Workplace learning program
- Career development opportunities
- Occasional on-site presence
Job title
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