Level 2 IT Support & Systems Administrator

Premiere Suites

Position Overview

Premiere Suites is seeking a Level 2 IT Support & Systems Administrator to provide day-to-day technical support and administration across our corporate technology environment.

This role serves as a primary point of contact for employee technology support and is responsible for maintaining user accounts, devices, Microsoft 365 services, access permissions, and a range of business applications. The successful candidate will combine strong customer service and troubleshooting skills with hands-on systems administration experience and an ability to work independently in a multi-system environment.

The position will also support the administration and ongoing improvement of key business platforms such as Salesforce, Zendesk, SharePoint, Telus Business Connect, and other corporate applications.

Key Responsibilities

End-User Support & Service Management

- Provide primary triage, troubleshooting, and resolution of employee IT support requests and tickets.
- Diagnose and resolve hardware, operating system, Microsoft 365, application, connectivity, printer, and peripheral issues.
- Provide remote technical support to employees across multiple locations.
- Set up, configure, deploy, and reconfigure laptops and other end-user devices.
- Install and configure approved software, applications, plugins, and services.
- Escalate complex infrastructure, security, application, or integration issues when appropriate.
- Maintain clear documentation of incidents, resolutions, configurations, and recurring issues.
- Provide technical guidance to employees and help users effectively use company technology.

Microsoft 365 & Entra ID Administration

- Create, modify, disable, and manage employee user accounts.
- Manage passwords, account access, security groups, permissions, and user lifecycle activities.
- Assign and modify Microsoft licensing based on approved requirements.
- Support Microsoft Entra ID administration, including user access and permissions.
- Assist with monitoring authentication and account-related security alerts and potentially compromised accounts.
- Support Microsoft 365 applications and services, including Outlook, Teams, OneDrive, and SharePoint.
- Administer SharePoint access groups, permissions, and user access.
- Assist with Exchange Online administration, including mailbox access, mail flow troubleshooting, and related user issues.

Device & Endpoint Administration

- Monitor and maintain end-user devices to ensure they remain secure, patched, and operational.
- Ensure operating systems, antivirus/security tools, and approved applications remain current.
- Monitor device health, hardware condition, storage capacity, and performance.
- Use remote management tools to troubleshoot devices and deploy software or updates.
- Support device onboarding, replacement, reassignment, and offboarding processes.
- Maintain accurate records of company devices, configurations, and assignments.





Business Systems Administration & Support Provide day-to-day administration, user support, access management, and troubleshooting for Premiere Suites' business technology platforms, including Salesforce, Zendesk, SharePoint, Telus Business Connect, Adobe, DocuSign, QuickBooks Online, PayPal, GoDaddy, Cloudflare, Twilio, and other business applications adopted by the organization.

- Create and modify users and permissions.
- Troubleshoot user and configuration issues.
- Support application configuration and routine administrative changes.
- Coordinate with internal stakeholders and external vendors when issues require escalation.
- Maintain documentation related to application configuration, access, and support procedures.
- Identify recurring issues and opportunities to improve system usability and support processes.

Salesforce & Business Application Support

- Provide user administration and day-to-day support for Salesforce.
- Manage users, access, permissions, and routine configuration requests.
- Troubleshoot user issues and coordinate escalation of more complex Salesforce problems.
- Support Salesforce adoption by assisting employees with system questions and directing users to appropriate training resources.
- Assist with testing and validation of configuration changes, integrations, and system enhancements.
- Support related platforms and integrations such as Zendesk, Telus Business Connect, and other approved sales technology solutions.
- Work with business stakeholders to understand system issues and identify opportunities for improvement.

Security & Access Management

- Follow established security policies and access-management procedures.
- Assist with monitoring Microsoft Entra security alerts, risky sign-ins, compromised accounts, and other user-level security events.
- Support multi-factor authentication and conditional access requirements.
- Ensure access is appropriately provisioned and removed during employee onboarding, role changes, and offboarding.
- Escalate security incidents or suspicious activity in accordance with company procedures.
- Support periodic access and permissions reviews.

Network, Office & Peripheral Support

- Troubleshoot basic office network and connectivity issues.
- Support printers, network-connected devices, meeting-room technology, and other office equipment.
- Perform initial troubleshooting of network appliances and connectivity issues before escalation.
- Coordinate with vendors or senior technical resources when infrastructure-level intervention is required.

Documentation & Continuous Improvement

- Maintain current technical documentation, support procedures,



system inventories, and configuration information.
- Document common issues and resolutions to improve internal knowledge and employee self-service.
- Identify repetitive support activities that could be standardized or improved.
- Participate in testing and rollout of new systems, applications, and technology changes.
- Assist with IT projects and system improvement initiatives as required.
- Support employee training and adoption when new technology or processes are introduced.

Qualifications

Required

- Diploma or degree in Information Technology, Computer Science, Systems Administration, or a related field, or equivalent practical experience.
- 3+ years of experience in IT support, systems administration, or a similar technical role.
- Robust hands-on experience supporting Windows-based corporate environments.
- Experience administering Microsoft 365 and Microsoft Entra ID/Azure AD.
- Experience with user account, group, licensing, and permissions management.
- Experience configuring and supporting laptops and end-user devices.
- Strong troubleshooting skills across hardware, software, identity, access, and connectivity issues.
- Experience providing remote technical support.
- Strong communication and customer-service skills.
- Ability to manage multiple support requests and prioritize issues based on business impact.
- Ability to work independently, document work clearly, and escalate appropriately.

Preferred

- Experience administering or supporting Salesforce.
- Experience with Zendesk, SharePoint, Telus Business Connect, DocuSign, Adobe, QuickBooks Online, or similar SaaS platforms.
- Familiarity with Microsoft Intune or other endpoint/device-management tools.
- Familiarity with Microsoft Azure and cloud-based environments.
- Understanding of identity and access management, MFA, conditional access, and general cybersecurity practices.
- Experience supporting integrations between SaaS/business applications.
- Experience working with external technology vendors and managed service providers.
- Experience creating technical documentation, knowledge-base articles, and user training materials.

Key Competencies

- Strong troubleshooting and analytical skills
- Service-oriented and responsive approach
- Ability to communicate technical information clearly to non-technical employees
- Strong organization and prioritization
- Attention to detail
- Security and access-control awareness
- Ability to learn unfamiliar systems quickly
- Strong documentation habits
- Ability to work independently while collaborating effectively with business teams and external technical partners
- Continuous-improvement mindset

Role Success Success in this position means employees receive reliable and timely technology support, user access and devices are administered securely, business applications remain well supported, recurring technical issues are reduced, and Premiere Suites maintains a stable and well-documented day-to-day IT environment.

📌 Level 2 IT Support & Systems Administrator (Montreal)
🏢 Premiere Executive Suites
📍 Montreal