You will act as liaison with field service (external and internal) personnel to identify and resolve system hardware and software problems and escalate or make recommendations to IT management, as appropriate, regarding the completion of assigned projects.

Provide support to ensure stable, reliable desktop systems to the user community across all offices.

Using the corporate Service Management tool, you will provide exceptional Tier 2 technical and user support via telephone, email, and other online-based or remote control tools in a timely and courteous manner Enter, prioritize, and manage Incidents and Service Request tickets and ensure Users are provided with timely updates on Incident and Service Request tickets Use customer service skills to clearly and effectively communicate with end users using corporate telephony and messaging tools Perform analysis, troubleshooting, and resolution of end-user technology (desktops, laptops, software, mobile devices, peripherals, access) issues and escalate when required Perform basic analysis, troubleshooting, and investigation into network, server, storage,



and enterprise application issues and inquiries and escalate as required Maintain knowledge and expertise in Microsoft Windows 10, Active Directory, SCCM, Office 2016/O365 administration Continually maintains and upgrades technical capabilities and knowledge Creates and maintains department procedures, user guides, and support documentation Participates in technical testing and projects as directed Stay abreast of recent technologies.

What you must have: Successful candidates must obtain and hold security clearance at the Reliability Status level and pass a security assessment for the Controlled Goods Program (CGP).

Must be fluent in English and French (bilingual) A diploma or degree in related studies and a minimum of 5years of providing support (in person, by email, and telephone) in a desk-side support or Help Desk workplace, or an equivalent combination of training and experience.

Must be a good team player with the ability to work well with others and demonstrate a qualified demeanor.

Strong analytical and problemsolving skills with the ability to identify root causes Salary/Rate Range: up to $74,000/annually CAD

📌 Tier 2 Deskside Support/infrastructure Analyst Sainte Anne De Bellevue (Sainte-Anne-de-Bellevue)
🏢 TEEMA
📍 Sainte-Anne-de-Bellevue