Technical Support Analyst - L2

Guillevin•Montreal, QC

1d•Onsite

About The Position

The Level 2 Technical Support Analyst serves as a second-line expert for resolving complex incidents and support requests. They support Level 1 technicians, coordinate resolutions with specialized teams, and contribute to the continuous improvement of the user experience. In addition to providing user support, they participate in documentation, the automation of recurring tasks, and the improvement of IT service management processes.

Requirements

DEC, AEC, or university degree in computer science or a related field.
Minimum of 3 to 5 years of experience in technical support or systems administration.
Experience in an enterprise Microsoft 365 environment.
Experience with ITSM tools and incident management.
Knowledge of Microsoft 365, Outlook/Exchange administration, Entra ID, Intune, Windows 11, networking, network printers, and IT security

Nice To Haves

Excellent customer service
Strong analytical skills
High degree of autonomy
Sense of urgency and ability to prioritize
Ability to manage multiple cases simultaneously
Attention to detail and thorough documentation
Team spirit and collaboration
Effective communication in French and English required to support users across the country.

Responsibilities

Handle complex incidents and requests that exceed Level 1 capabilities, ensuring the analysis, diagnosis, and permanent resolution of issues.
Provide advanced technical support for Microsoft Outlook, corporate email, shared calendars, mailboxes, sending/receiving issues, rules, profiles, access, and mobile synchronization.
Resolve incidents related to workstations, peripherals, access, corporate applications, and Microsoft 365 tools, including Teams, OneDrive, SharePoint, and Intune.
Coordinate responses with internal teams and external vendors as needed.
Ensure rigorous tracking of tickets in Service Desk Plus, adhere to governance guidelines, and communicate clearly with users.
Document support interactions, maintain technical documentation, and contribute to improving the knowledge base.
Identify recurring issues and recommend preventive actions or improvements to ITSM processes.
Serve as a technical resource for Level 1 support and participate in knowledge transfer within the team.