IT Support Technician L1-L2

MSP OPERATIONAL CORP•Montreal, QC

9h•Hybrid

About The Position

As a IT Support Technician L1-L2, you will be responsible for providing technical support to the company’s employees and clients. In addition to handling routine requests, you may also be asked to work on small projects. This role requires strong technical expertise, problem-solving skills, and excellent communication skills to deliver top-quality IT support.

Requirements

A recognized college or university degree in Information Technology or a related field;
Ability to communicate clearly in French and English, both verbally and in writing;
At least 2 years of relevant work experience in a user support role;
Solid experience using and troubleshooting Windows 10, Office 365 (Outlook, Word, Excel, PowerPoint), Teams, SharePoint, and OneDrive;
Proficiency in a cloud environment;
Basic understanding of cybersecurity principles, including secure password management, phishing awareness, malware prevention, access control, and data protection;
Experience and strong knowledge of VMware, AD, and GPO;
Experience installing computers and printers.

Responsibilities

Provide first- and second-line support for Windows operating systems, including troubleshooting common issues (e.g., software conflicts, system crashes, slow performance, etc.).
Assist users in configuring, installing, and updating the Windows operating system and software applications.
Perform system diagnostics and resolve technical issues related to Windows, network connectivity, and hardware/software interactions.
Provide support for the Microsoft Office suite, email configurations (Outlook), and other common software applications.
Provide support via phone, email, or remote desktop to both technical and non-technical users.
Escalate complex issues to senior technicians or specialized teams as needed.
Ensure a prompt response to user requests and maintain user satisfaction through effective communication.
Manage and track service requests in the ticketing system by documenting troubleshooting steps and resolutions.
Ensure that all systems are up to date with the latest Windows patches, security updates, and software versions.
Monitor and handle basic security alerts and incidents according to established procedures.
Troubleshoot application and connectivity issues.
Use request management tools in a help desk environment.
Ability to participate in ongoing training to stay current with company systems and the latest technologies.