Job Description

Purpose of the job
Under the supervision of the Manager, Technical Support, the Intern, IT Support Technician, Level 2 will have as main function to provide the required support to the stores, the distribution center and to users by phone, ticketing system or email on a rotating basis in addition to having to participate in the various projects and the maintenance of the various departments of the IT department.
Main Responsabilities

• Provide software, hardware and operational support to employees and stores and manage incidents;
• Provide support to the Level 1 team during escalation of incidents;
• Configure and install workstations, printers, software and other components and peripherals according to service levels;
• Participate in various IT projects related to store, head office and distribution center operations;
• Document interventions in the ServiceNow ticketing system;
• Draft documentation of departmental procedures, policies and processes;
• Contribute to the maintenance of good practices in IT security (Antivirus (Defender), Networking, Windows Update);
• Maintain the inventory of computer hardware/software up to date;
• Participate in all other activities related to the IT department.

Your profile

• Analytical mindset and problem-solving: You naturally analyze situations quickly and find effective solutions to support users and ensure smooth operations.
• Service and collaboration: Providing clear and supportive assistance to employees and working as a team with IT is what motivates you every day.
• Technological curiosity: You enjoy learning, exploring new tools, and taking part in various projects involving both software and hardware.
• Sense of responsibility: Documenting, securing, and maintaining best practices is part of your commitment to contributing to a reliable and high-performing IT environment.

Requirements

• Degree in Computer Science in progress or completed;
• Bilingual, French and English (The person will have to support users across Canada);
• Knowledge of Windows environments (Desktop and Server) with Active Directory;
• Knowledge of office automation tools (Microsoft Office, Adobe);
• Knowledge of the MAC environment and tools a strong asset;
• Knowledge of network protocols, network management systems and LAN and WAN methods;

Permanent, full time

Skills Required