Tier 2 - Technology Analyst - St. Bruno, QC

Work under general supervision and perform duties in accordance with established objectives and guidelines.

Take ownership of assigned work and make decisions within established procedures and escalation paths.

Act as a liaison with internal and external support teams to identify, troubleshoot, and resolve hardware and software issues.

Escalate complex issues and provide recommendations to management as appropriate.

Support the stability, reliability, and performance of desktop systems across the organization.

Stay current with emerging technologies and industry best practices.

Demonstrate strong teamwork, professionalism, and customer service skills.

Apply analytical thinking and problem-solving skills to identify root causes and implement effective solutions.

Provide Tier 2 technical support via phone, email, ticketing systems, and remote support tools in a timely and professional manner.

Log, prioritize, and manage incidents and service requests while ensuring users receive regular status updates.

Communicate effectively with end users using corporate communication and collaboration tools.

Troubleshoot and resolve issues related to desktops, laptops, software applications, mobile devices, peripherals, and user access.

Perform basic troubleshooting and investigation of network, server, storage, and enterprise application issues and escalate as required.

Support and administer Microsoft Windows 11, Active Directory, SCCM, Microsoft 365, and Dell hardware environments.

Continuously maintain and enhance technical knowledge and capabilities.

Create and maintain technical procedures, user guides, and support documentation.

Participate in testing, deployments, and technical projects as assigned.

Diploma or degree in Information Technology, Computer Science, or a related field.

Minimum of 5 years of experience providing support in a Deskside Support or Help Desk environment, or an equivalent combination of education and experience.

Experience providing support in person, by phone, and via email.

Strong troubleshooting, analytical, and problem-solving skills.

Excellent customer service and communication skills.

Experience with Microsoft Windows, Active Directory, SCCM, Microsoft 365, and desktop hardware support.

Must be eligible to obtain and maintain Reliability Status Security Clearance and successfully pass a Controlled Goods Program (CGP) assessment.

Must be fluent in English and French.

Work schedule is typically Monday to Friday.