Technical Support Analyst - L2

Technical Support Analyst - L2

Statut / Status:
Regular, Full time

Emplacement /

Location:

Montréal, Quebec

Would you like to join our team?

• A modern, constantly evolving technological environment
• A growing Canadian company with more than 150 locations
• An experienced and dynamic IT team
• Challenging projects involving Microsoft 365, Intune, security, mobility, and infrastructure

The Level 2 Technical Support Analyst serves as a second-line expert for resolving complex incidents and support requests. They support Level 1 technicians, coordinate resolutions with specialized teams, and contribute to the continuous improvement of the user experience.

In addition to providing user support, they participate in documentation, the automation of recurring tasks, and the improvement of IT service management processes.

• Handle complex incidents and requests that exceed Level 1 capabilities, ensuring the analysis, diagnosis, and permanent resolution of issues.
• Provide advanced technical support for Microsoft Outlook, corporate email, shared calendars, mailboxes, sending/receiving issues, rules, profiles, access, and mobile synchronization.
• Resolve incidents related to workstations, peripherals, access, corporate applications, and Microsoft 365 tools, including Teams, One Drive, SharePoint, and Intune.
• Coordinate responses with internal teams and external vendors as needed. Ensure rigorous tracking of tickets in Service Desk Plus, adhere to governance guidelines, and communicate clearly with users.
• Document support interactions, maintain technical documentation, and contribute to improving the knowledge base.
• Identify recurring issues and recommend preventive actions or improvements to ITSM processes.
• Serve as a technical resource for Level 1 support and participate in knowledge transfer within the team.

• Microsoft 365:
  Outlook, Exchange Online, Teams, One Drive, Share Point
• Microsoft Entra , Active Directory, access management
• Microsoft Intune, Windows 11, modern device management
• Service Desk Plus, ITSM incident and request management
• Security: MFA, Bit Locker, LAPS, antivirus/EDR, conditional access
• Enterprise applications: P21, Workday
• Infrastructure: network printers, VPN, Meraki
• Remote support tools, technical documentation, and knowledge base

• DEC, AEC, or university degree in computer science or a related field.
• Minimum of 3 to 5 years of experience in technical support or systems administration.
• Experience in an enterprise Microsoft 365 environment.
• Experience with ITSM tools and incident management.
• Knowledge of Microsoft 365, Outlook/Exchange administration, Entra , Intune, Windows 11, networking, network printers, and IT security

• Excellent customer service
• Strong analytical skills
• High degree of autonomy
• Sense of urgency and ability to prioritize
• Ability to manage multiple cases simultaneously
• Attention to detail and thorough documentation
• Team spirit and collaboration
• Effective communication in French and English required to support users across the country.

• Analysis of non-standard problems
• Combination of different solution approaches
• Identification of root causes
• Technical reference for first-line support
• Contribution to the improvement of processes and the technological environment

On est un acteur majeur engagé dans la transformation énergétique au Canada. On offre un environnement de travail convivial avec de belles opportunités d'emplois. On valorise l'initiative, on encourage l'engagement et on reconnaît la contribution de chacun. On se distingue par notre :
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• Programme d’assurances collectives flexible et complet qui s’adaptent aux besoins de chacun.
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