IT Technical Support Level 2 Senior

Job Description:

We are looking for an experienced Level 2 IT Support Technician to join our team. The candidate will be responsible for managing complex technical issues related to IT services and ensuring a quick and efficient resolution of escalated tickets by Level 1 support. The position requires in-depth expertise in troubleshooting and advanced support as well as a solid knowledge of tools and technologies related to the IT environment.

Main responsibilities:

·       Resolve IT service outages as quickly as possible.

·       Manage complex technical issues that require specialized knowledge and additional tools.

·       Configure and test new software, drivers, and equipment (computers, peripherals, smartphones, video conferencing, etc.) for deployment in the customer's IT environment.

·       Prepare technical documentation and tutorials for end users in English and French.

·       Thoroughly test to ensure compatibility between the new equipment and the existing standard PC configuration.

·       Actively participate in the evaluation of software products (market intelligence, selection and benchmarking).

·       Maintain and expand the disk image of the standard PC configuration using MECM.

Skills required:

·       Excellent command of English and French.

·       Minimum 5 years of experience with the ServiceNow platform.

·       Strong knowledge of ITIL best practices.

·       Proficiency in Microsoft Software Installation (MSI).

·       In-depth knowledge of Microsoft PXE Server and Microsoft Endpoint Configuration Manager (MECM).

·       Skills in Visual Basic or Powershell.

·       Functional understanding of information systems.

·       Good understanding of IT architecture and expertise in the main technologies involved.

Profile sought:

We are looking for a person who is autonomous, rigorous and able to work in a dynamic environment. You will be able to handle technical issues with a proactive approach and provide quality support on time.