IT Support Engineer L1

Your Role

• Troubleshoot software problems across the Windows environment, including OS-level issues, application errors, and configurations
• Assist with network connectivity issues (Wi-Fi, VPN, LAN)
• Perform basic Active Directory tasks: password resets, account unlocks, user provisioning
• Support onboarding and offboarding processes including equipment setup and decommissioning

• Troubleshoot software problems across the Windows environment, including OS-level issues, application errors, and configurations
• Assist with network connectivity issues (Wi-Fi, VPN, LAN)
• Perform basic Active Directory tasks: password resets, account unlocks, user provisioning
• Support onboarding and offboarding processes including equipment setup and decommissioning

• Log, track, and manage all support requests and incidents in the ticketing system (Service Now, Jira Service Management, or equivalent)
• Accurately document troubleshooting steps, resolutions, and recurring issues
• Escalate unresolved or complex issues to Level 2/Level 3 support with full documentation
• Contribute to and maintain the internal knowledge base

• Deliver courteous, clear, and professional support to end users in person, via phone, email, and remote tools
• Set and manage user expectations regarding resolution timelines
• Follow up on open tickets to ensure user satisfaction and timely closure
• Act as a calm, reliable point of contact during technical disruptions

• High school diploma or GED required;
  Associate's or bachelor’s degree in IT, Computer Science, or related field preferred (We are flexible with this, the person can have IT licenses as well, or experience will count as well.)
• 1–2 years of experience in a help desk, IT support, or desktop support role
• Equivalent combination of education and hands-on experience will be considered

• Proficiency in troubleshooting Windows 10/11 environments; macOS experience a plus
• Hands-on experience with ticketing platforms (Service Now, Jira, Zendesk, Freshdesk, or similar)
• Familiarity with Microsoft 365 (Outlook, Teams, SharePoint, One Drive)
• Basic understanding of networking concepts: DNS, DHCP, TCP/IP, VPN
• Experience with remote support tools (e.g., Team Viewer, Any Desk, Remote Desktop)
• Strong verbal and written communication skills
• Ability to explain technical concepts clearly to non-technical users
• Excellent time management and ability to prioritize multiple open tickets
• Patient, empathetic, and professional demeanor under pressure
• Self-motivated with a desire to learn and grow within IT

• CompTIA A+, CompTIA Network+, or ITIL Foundation certification
• Bilingual (English/French) a plus for the Montreal location
• Experience in a corporate or enterprise IT environment

• Individual development, on-the-job training, and development programs designed to help our employees grow in their careers.
• Paid parental leave
• Education assistance program
• Employee assistance program
• Various healthcare plan options as well as 401(k)

INTERESTED?

We look forward receiving your application.

Brenntag and its subsidiary companies will provide equal employment opportunities to all applicants without regard to any category protected by federal, state or local law, including as applicable, applicant’s actual or perceived race, color, religion, creed, sex, sexual orientation, gender identity or expression (including transgender status), gender (including pregnancy, childbirth, lactation and related medical condition), genetic information, military service, national origin, ancestry, citizenship status, age, veteran status, physical or mental disability, protected medical condition as defined by applicable federal, state, or local law.

Brenntag will provide reasonable accommodations to allow an applicant to participate in the hiring process (e.g., accommodations for a test or job interview) if so requested. When completing this application, you may exclude information that would disclose or otherwise reference your race, religion, age, sex, genetic, veteran status, disability or any other status protected by federal, state, or local…