Job Description

IT SUPPORT AND INFRASTRUCTURE TECHNICIAN

Position

: Permanent, full-time

Region

: Montreal

Salary

: Based on experience

Availability

: As soon as possible

POSITION OVERVIEW

Reporting to the System Administrator, the person will be responsible for first and second level technical support to users, resolving common incidents and escalating more complex issues to level 3 as well as administering the network and technology infrastructure. The incumbent's mandate is to provide both the support and maintenance required for servers, work devices and networks. His main responsibilities are:

User Support*
Respond to support requests via phone, email, or ticketing system. Provide first-level technical support for software, hardware, and network issues. Guide users in the use of computer applications and tools.
Diagnosis and Incident Resolution*
Identify and resolve common issues with workstations, printers, and peripherals. Perform basic tests to isolate the cause of a problem. Escalate complex incidents to Level 3 or the appropriate team.
Account Management and Access*
Create, modify, or deactivate user accounts (Active Directory, Microsoft 365, etc.). Reset passwords and manage access rights according to procedures.
Installation and configuration*
Prepare, install, and configure standard workstations and peripherals. Deploy software updates and security patches. Configure basic network connections (Wi-Fi, Ethernet, VPN).
Preventive maintenance*
Apply security and antivirus updates using automation. Perform regular checks on equipment and systems. Monitor the proper functioning of the IT equipment.
Test and evaluate new technologies. Documentation*
Record the interventions in the ticketing tool. Update the internal knowledge base with solutions to recurring issues. Follow established procedures and propose improvements.
Internal Customer Service*
Maintain a professional and courteous attitude with users. Explain the solutions clearly, even to non-technicians. Be patient and pedagogical.

KNOWLEDGE AND SKILLS REQUIRED

DEC in computer science or equivalent; 2 to 3 years of experience in a similar position; Good command of French and English (both oral and written) due to our offices in Ottawa and Western Canada; Experience with Windows systems (10/11); Very good knowledge of the Microsoft Offiice, Microsoft 365, Azure, Cisco, Ubiquity, Sonicwall suite; Experience in policy management in hybrid environments (GPO in Active Directory, Intune/Entra Security); Experience with the Hyper-V environment; Hardware diagnostics (PCs, printers);

DESIRED SKILLS

An enterprising person who is a very good listener; Ability to explain technical concepts in simple language; Ability to create an atmosphere of cooperation; Excellent communication and influence skills; Efficient in multitasking; Has a good ability to adapt, be autonomous and organized; * Has a high tolerance for stress;