Role

The Technical Support Specialist provides second-level technical assistance nationally, supporting client, company, and end users at the desktop, laptop, printer, network, operating system, point of sale, and infrastructure level. The role covers hardware, software, and software deployment support, remote troubleshooting, and remote escalated support for Field Service Technicians. Specialists act as a technical resource for resolving complex issues, and advise, install, train, and assist the end-user community. This second-level support role is structured in two levels: Level 1 (base) and Level 2 (Intermediate), with Level 2 taking on independent resolution of complex issues, root cause analysis, and mentoring.

Level 1 – Technical Support Specialist

Responsibilities And Duties

- Provide responsive, timely remote support to escalated end-user questions and support requests from Field Service Technicians nationally.
- Act as point of contact for desktop and laptop support and troubleshooting for clients, company, and end users, performing problem determination and resolution of hardware and software issues.
- Troubleshoot computer systems, including hardware, software, email, operating system, network, and peripheral issues; make repairs and corrections where required.
- Remotely assist onsite technicians with the installation and assembly of hardware where required, and configure computers, monitors, network infrastructure, and peripherals such as printers, scanners, POS, and related hardware.
- Install, configure, and upgrade operating systems and standard business software, including remotely supporting imaging and software deployment following established procedures.




- Remotely direct onsite technicians on cabling and rewiring as required for recent installations and office reconfigurations.
- Validate that systems work as expected before handing them back to users.
- Ensure all incidents are properly logged, triaged, routed, escalated, and closed in accordance with pre-determined service levels and incident management processes.
- Ensure client technology requirements and the set-up and configuration of desktop hardware, software, and local and network printers are accurately determined, documented, and satisfied.
- Document configurations, technical issues, and resolutions accurately and completely, and maintain accurate asset and configuration records.
- Assist with training staff on standard business and administrative software (word processing, spreadsheets, database management), providing instruction or written documentation where required.
- Escalate outstanding and unresolved issues to the Senior Manager, Technical Services and Senior Director, Professional Services within the time requirements set out in service contracts.
- Follow established security policies, change management processes, and industry best practices.
- Maintain current knowledge of the hardware and software technologies in use by client, company, and end users to provide technically accurate solutions.





Level 2 – Technical Support Specialist (Intermediate)

In addition to all Level 1 responsibilities, Level 2 requires:

Responsibilities And Duties

- Independently troubleshoot and resolve complex hardware and operating system issues with minimal supervision.
- Perform root cause analysis (RCA) for recurring incidents and recommend permanent corrective actions.
- Remotely support and train Level 1 specialists and Field Service Technicians nationally through technical guidance and knowledge sharing.
- Participate in infrastructure upgrade and migration projects as required.
- Maintain technical documentation, support standards, and operational procedures.

Requirements

Level 1

- College diploma or university degree in Computer Science, Computer Studies, Information Technology, or an equivalent combination of education and experience.
- 2–3 years of related technical support experience.
- Working and advanced knowledge of IT hardware and equipment installation, configuration, testing, troubleshooting, and support.
- Strong customer service orientation, interpersonal skills, and verbal and written communication skills.
- Strong analytical, troubleshooting, and problem-solving skills.
- Detail oriented, with strong organizational and documentation skills.
- Ability to manage multiple priorities while maintaining accuracy in a fast-paced environment.
- Ability to work independently and as part of a team while meeting service level agreements (SLAs).
- CompTIA A+ is a strong asset; Microsoft Certified credentials are an asset.

Level 2 (in addition to Level 1)

- 4–5+ years of progressive IT infrastructure or systems admini

📌 Technical Support Specialist/Spécialiste du soutien technique (Montreal)
🏢 BFG Enterprise Services
📍 Montreal