IT On-site Support Technician

WSP•Montreal, QC

10h•CA$66,300 - CA$97,200•Onsite

About The Position

As an IT On-Site Support Technician, you’ll be at the front line of WSP’s technology experience—delivering hands-on, high-impact IT support that keeps our people connected, productive, and secure. This is an on-site role, ideal for someone who thrives in a fast-paced, people-focused environment and enjoys being in the heart of the action.

Requirements

Degree or certificate in Computer Science or a related discipline.
2–5 years of experience as a Level 2 IT Support Technician.
Ability to work onsite in WSP's head office during weekdays (physical presence required).
Excellent verbal and written communication skills.
Bilingualism (English-French) is required because the individual will frequently be involved with English-speaking users and stakeholders at a national level.
Strong customer‑service mindset with a genuine desire to help users.
Proficiency with Microsoft Office 365 and common office software.
Working knowledge of ServiceNow and ITIL processes.
Strong ability to manage priorities, expectations, and evolving technical demands.

Nice To Haves

Certifications such as A+, Network+, or Help Desk Institute credentials.

Responsibilities

Respond to IT incidents and service requests at your primary office and during visits to regional offices.
Transfer incidents and requests to specialized support teams when required.
Identify, document, and help resolve recurring IT issues, including recommending and implementing corrective actions.
Collaborate with server, network, security, and other IT administrators to resolve complex incidents and maintain infrastructure equipment.
Build strong working relationships with office managers to understand local IT challenges and work with IT leadership to address them.
Participate in office deployments, relocations, and renovation projects.
Monitor, report on, and contribute to resolving issues related to shared IT services such as audio/video systems, printers, Wi-Fi, cabling, and networking.
Prepare and replace computer workstations when local deployment teams are unable to meet required timelines.
Maintain accurate IT asset inventory records in the CMDB.
Support the resolution of IT incidents remotely when required.
Participate in computer performance testing, reporting, and documentation.
Guide and train users on IT best practices to enhance productivity and system adoption.
Develop collaborative relationships with end users to personalize and continuously improve service delivery.
Lead IT onboarding and induction sessions for new employees, explaining systems and available support resources.
Maintain and improve IT workspaces, including tech bars, desks, and stockrooms.
Contribute to the documentation of IT incident resolution processes and procedures.
Participate in the development of long-term strategies and planning for future IT service needs.
Perform other assigned duties as required.
Provide priority, highly attentive support to VIP users, including evenings and weekends when requested.
Remain available during extended hours, arriving early or leaving late for VIP events and critical meetings.
Build trusted relationships with VIPs and their assistants to deliver highly personalized service.
Ensure all meeting rooms are fully operational and online at all times.
Monitor network access points, issue IDs, manage access levels, and support password usage.
Analyze systems, security controls, and event logs to identify potential security threats.
Assist with audits, documentation of security processes, and remediation of compliance gaps.
Collaborate with Corporate Security and multiple stakeholders on secure project delivery.
Support testing, preventive maintenance, repairs, and basic programming tasks.