Technicien.ne principal.e du support TI – Siège social (Contrat de 18 mois) // Senior HQ Support Technician (18-month contract)

SSENSE • Montreal, QC

2d • Hybrid

About The Position

Reporting to the Director of Workplace Technology Services, the Senior HQ Support Technician delivers advanced hands-on and strategic technical support for hardware, software, and enterprise applications across our headquarters. In this dynamic hybrid role (requiring 3–4 days on-site per week), you will maintain high operational uptime while proactively identifying, designing, and driving systemic improvements in system availability, security, and usability. You will serve as a key technical escalation point, implementing automation and observability solutions while mentoring team members to elevate overall service delivery. This position is ideal for an experienced technology professional who thrives in a fast-paced environment and balances deep technical troubleshooting with strong cross-functional stakeholder communication.

Requirements

• Bachelor’s degree in Computer Science, Engineering, or a related technical field, along with 5–7+ years of technology experience in a fast-paced, high-volume environment.
• Deep technical knowledge of OS platforms (Linux, Windows Server, Windows 11), mobile device management (Android MDM), and core networking principles.
• Practical expertise in process automation and scripting (Python, PowerShell, SQL) alongside hands-on experience with InTune and Datadog.
• Demonstrated mastery in complex problem-solving, log analysis, root cause analysis, QA, and security best practices.
• Familiarity with complex enterprise applications, Warehouse Management Systems (WMS), ERPs, and supply chain technologies.

Nice To Haves

• A strong sense of ownership and accountability, with the confidence to act as the primary technical resource on-site when needed.
• An eye for operational excellence and continuous improvement, constantly looking to eliminate repetitive manual tasks through automation.
• Excellent interpersonal and communication skills, with the ability to translate complex technical concepts clearly to non-technical business audiences.
• Strong organizational and planning capabilities, comfortable working within Agile/SCRUM project management frameworks.
• A natural collaborative spirit and passion for mentoring peers, updating documentation, and building strong cross-departmental relationships.

Responsibilities

• Deliver advanced on-site hardware, software, and application troubleshooting across HQ operations, ensuring permanent solutions are established to prevent recurring incidents.
• Drive automation, observability, and security initiatives using modern tooling and scripting to elevate overall system performance, security, and availability.
• Design, review, and refine standard operating procedures, runbooks, and team training programs in close collaboration with Operations stakeholders.
• Act as the primary technical escalation point and partner with external vendors and internal business departments to maintain clear transparency throughout incident resolution.
• Perform regular HQ floor walkthroughs to proactively identify operational discrepancies, manage workplace IT equipment, and execute the team's strategic roadmap.

Benefits

• Extended health and dental benefits, including comprehensive mental health programs and coverage.
• Parental top up program.
• Generous employee discount on ssense.com.
• Access to telemedicine and employee and family assistance program.
• Savings and retirement plan matching contributions.
• Gender Affirmation Coverage.
• Opportunity to work with cutting edge technologies and an innovative team that’s pushing the boundaries of technology.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior