Position Overview The Technical Support Specialist II provides advanced technical support to end users across the organization. This role acts as an escalation point for complex incidents, contributes to continuous improvement initiatives, and plays a key role in maintaining high service levels within the IT support organization. The position reports to our Technical Support Manager and joins a team of eight IT professionals split between our offices in Montreal and Tacoma, Washington.

This hybrid role is office-based at our corporate HQ in Montreal (Saint-Laurent) and allows for up to two remote days per week once a period of training and integration into the team is complete. This position requires fluency in both English and French (spoken and written).

Key Responsibilities

Technical Support & Incident Management Serve as a Level 2 escalation point for incidents and service requests that cannot be resolved by Level 1 support.

Diagnose and resolve complex hardware, software, network, and system issues in a timely and professional manner.

Provide support for Windows-based workstations, laptops, peripherals, printers, mobile devices, and approved business applications.

Coordinate ordering, inventory management, and assignment of end-user equipment such as laptops, monitors, iPhones, iPads, and related accessories

Troubleshoot issues related to Active Directory / Entra ID, user accounts, permissions, MFA, VPN, and remote access.

Support Microsoft 365 services including Outlook, Teams, OneDrive, SharePoint, and related collaboration tools.

Service Desk Operations

Log, track, update, and resolve incidents and requests within the ticketing system, ensuring proper categorization, documentation, and SLA compliance.

Identify recurring issues and contribute to problem management by documenting root causes and solutions.

Create, update, and maintain knowledge base articles to improve first-contact resolution and reduce recurring incidents. Collaboration & Continuous Improvement Work closely with infrastructure, security, application,



and third-party teams to resolve cross-functional issues.

Participate in various projects that includes system upgrades, deployments, and technology rollouts.

Provide feedback and recommendations to improve tools, processes, documentation, and user experience.

Assist in onboarding and mentoring junior support staff and provide guidance on escalation procedures. User Support & Communication Deliver clear, professional, and customer-focused communication with end users at all levels of the organization.

Provide support to users in both English and French.

Provide both remote and in office support as required.

Manage multiple priorities effectively while maintaining a high level of service quality.

Qualifications &

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

3 or more years of experience in an IT support or service desk environment, with demonstrable Level 2 responsibilities.

Strong troubleshooting experience in a Windows and Microsoft 365 environment.

Experience working with IT Service management tools (Ticketing system, remote control software, assets managements, etc).

Familiarity with ITIL concepts and service-oriented support models.

Fluency in English and French (spoken and written) is mandatory.

Technical Skills

Windows 11 troubleshooting and support

Microsoft 365 (Outlook, Teams, OneDrive, SharePoint)

Active Directory / Entra ID user and device management

Hardware and peripherals (laptops, printers, docking stations, mobile devices)

Network fundamentals (TCP/IP, DNS, DHCP, Wi‑Fi)

Ticketing systems and SLA-driven environments Professional Skills Strong analytical and problem-solving abilities

Excellent written and verbal communication skills

Ability to work independently and collaboratively in a fast-paced environment

Strong organizational skills and attention to detail

Customer-focused mindset with a commitment to service excellence Nice to Have Experience in a manufacturing or enterprise environment

Endpoint management tools familiarity (Intune, SCCM, etc.)

📌 Technical Support Specialist II (Montreal)
🏢 Stella-Jones
📍 Montreal