Technical Support Specialist II

Stella-Jones • Montreal, QC

29d • Hybrid

About The Position

The Technical Support Specialist II provides advanced technical support to end users across the organization. This role acts as an escalation point for complex incidents, contributes to continuous improvement initiatives, and plays a key role in maintaining high service levels within the IT support organization. The position reports to our Technical Support Manager and joins a team of eight IT professionals split between our offices in Montreal and Tacoma, Washington.
This role is office-based at our corporate HQ in Montreal (Saint-Laurent) and allows for up to two remote days per week once a period of training and integration into the team is complete.
This position requires fluency in both English and French (spoken and written).

Requirements

• Diploma or degree in Information Technology, Computer Science, or a related field, or equivalent experience.
• 3 or more years of experience in an IT support or service desk environment, with demonstrable Level 2 responsibilities.
• Strong troubleshooting experience in a Windows and Microsoft 365 environment.
• Experience working with IT Service management tools (Ticketing system, remote control software, assets managements, etc).
• Familiarity with ITIL concepts and service-oriented support models.
• Fluency in English and French (spoken and written) is mandatory.
• Windows 11 troubleshooting and support
• Microsoft 365 (Outlook, Teams, OneDrive, SharePoint)
• Active Directory / Entra ID user and device management
• Hardware and peripherals (laptops, printers, docking stations, mobile devices)
• Network fundamentals (TCP/IP, DNS, DHCP, Wi‑Fi)
• Ticketing systems and SLA-driven environments
• Strong analytical and problem-solving abilities
• Excellent written and verbal communication skills
• Ability to work independently and collaboratively in a fast-paced environment
• Strong organizational skills and attention to detail
• Customer-focused mindset with a commitment to service excellence

Nice To Haves

• Experience in a manufacturing or enterprise environment
• Endpoint management tools familiarity (Intune, SCCM, etc.)

Responsibilities

• Serve as a Level 2 escalation point for incidents and service requests that cannot be resolved by Level 1 support.
• Diagnose and resolve complex hardware, software, network, and system issues in a timely and professional manner.
• Provide support for Windows-based workstations, laptops, peripherals, printers, mobile devices, and approved business applications.
• Coordinate ordering, inventory management, and assignment of end-user equipment such as laptops, monitors, iPhones, iPads, and related accessories
• Troubleshoot issues related to Active Directory / Entra ID, user accounts, permissions, MFA, VPN, and remote access.
• Support Microsoft 365 services including Outlook, Teams, OneDrive, SharePoint, and related collaboration tools.
• Log, track, update, and resolve incidents and requests within the ticketing system, ensuring proper categorization, documentation, and SLA compliance.
• Identify recurring issues and contribute to problem management by documenting root causes and solutions.
• Create, update, and maintain knowledge base articles to improve first-contact resolution and reduce recurring incidents.
• Work closely with infrastructure, security, application, and third-party teams to resolve cross-functional issues.
• Participate in various projects that includes system upgrades, deployments, and technology rollouts.
• Provide feedback and recommendations to improve tools, processes, documentation, and user experience.
• Assist in onboarding and mentoring junior support staff and provide guidance on escalation procedures.
• Deliver clear, professional, and customer-focused communication with end users at all levels of the organization.
• Provide support to users in both English and French.
• Provide both remote and on-site support as required.
• Manage multiple priorities effectively while maintaining a high level of service quality.

Benefits

• Extended health and dental coverage
• Life insurance and accidental death & dismemberment (AD&D)
• Short-Term and Long-Term disability coverage
• Competitive compensation
• Annual Profit Share Program
• Retirement program (RRSP) with generous Company match (150% of employee's 4% contribution)
• Company Share Purchase Program with 25% Company contribution match
• Career advancement opportunities

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: Associate degree
• Number of Employees: 501-1,000 employees