Join a global company shaping the future with technology that drives lasting impact. Hypertec is seeking a L2 TECHNICAL SUPPORT AGENT to join our Call Center team in Montreal. Innovation Customer Focus Log into the telephone system, adhering to a defined schedule;
Assist L1 agents with escalations and technical questions;
Provide technical coaching and training;
Respond to all requests (by email/phone/other) from colleagues and customers;
Provide superior customer service to all our customers while remaining courteous and skilled;
Process requests for service within SLAs, while documenting all relevant details in the CRM ticket system;
Diagnose and troubleshoot issues reported by the client (by email/phone/other);
Provide technical support for hardware problems;
Prepare Statements of Work (SOWs) needed for field engineer (FE) to resolve issues;
Secure and dispatch required parts to the field engineer (FE);
Follow up on service calls and keep them up-to-date at all times (respecting SLAs);
Keep the customer informed of the progress of their tickets;
Ensure that service calls are escalated to the incident manager when not meeting SLAs;
Possess College diploma or Technical Studies diploma (DEP) in related discipline;
Strong verbal and written communication skills;




High degree of self-motivation and ability to work with minimum supervision;
CompTIA A+ Certification is an asset;
Previous computer diagnostic and technical support is a strong asset;
Possess basic computerskills, including Microsoft Office programs. Hybrid work model for certain job categories, supported by competitive benefits. Comprehensive health benefits that ensure you and your family are covered for a wide range of medical needs. Health Spending Account (HSA). Our head office will soon relocate to a new, state-of-the-art facility in LaSalle, near the Lachine Canal. Through our five divisions—High Performance Compute & AI, Data Center Construction, Health, Custom Manufacturing, and Solutions Partner—we help clients turn complex challenges into opportunities for sustainable growth. Trusted by leaders in AI, financial services, media & entertainment, healthcare, and the public sector, we serve clients in over 80 countries. Hypertec evaluates qualified applicants without regard to race, color, religion, gender, national origin, age, sexual orientation, gender identity or expression, disability status or any other legally protected characteristic. #

📌 Technical Support Agent (Montreal)
🏢 Hypertec
📍 Montreal