Technical Support IT

Workleap - en • Montreal, QC

48d • $68,000 - $85,000 • Remote

About The Position

In this role, you will be at the heart of the employee experience by providing reliable, human, and efficient IT support to all Workleap team members. You will handle a wide variety of technical requests, ranging from access and SaaS tools management to device administration, while ensuring fast, high-quality service.
On a daily basis, you will analyze and resolve technical issues while documenting and structuring information to improve team practices. You will actively contribute to the evolution of processes and tools by proposing initiatives aimed at enhancing efficiency and user experience.
You will collaborate with the team on incidents and ad hoc projects, while managing your priorities with discipline in a fast-evolving environment.

Requirements

• 8+ years of experience in IT support or a related field;
• Excellent interpersonal skills and strong customer service orientation;
• Excellent communication skills in both French and English (spoken and written);
• Expertise in troubleshooting Windows 11 and macOS;
• Experience managing SaaS access;
• Knowledge of Azure AD, Microsoft 365, and Azure PIM;
• Autonomy, resourcefulness, and initiative;
• Strong interest in artificial intelligence and its practical applications.

Responsibilities

• Provide high-quality technical support and resolve IT requests within reasonable timeframes
• Manage access and licenses (creation, modification, and removal of user accounts and SaaS access)
• Administer the device fleet using MDM tools such as Intune and Jamf
• Gather, clarify, and document relevant information for the team
• Conduct research, investigate issues, and propose initiatives to improve user experience and efficiency
• Collaborate with the IT team on incident resolution and ad hoc projects
• Define priorities and ensure effective time management

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed