Deliver Level 2 remote support using Windows, Microsoft 365, networking, and endpoint management expertise. Support end users in their required language.

This Service Desk Analyst resolves escalated incidents and service requests across operating systems, networks, applications, and endpoints. The work includes Windows 10/11, macOS, iOS, Android, Intune, Entra ID, Active Directory, and Microsoft 365. You will meet SLAs, document fixes, and keep users informed through closure.

Key Responsibilities:

Resolve Level 2 incidents and requests within SLA

Troubleshoot Windows, macOS, iOS, and Android remotely

Diagnose LAN, WAN, Wi-Fi, VPN, DNS, and DHCP issues

Manage endpoints, identities, access provisioning, and MFA

Document fixes and maintain local-language knowledge articles

Requirements:

Five-plus years in IT support

At least three years supporting Level 2 issues

Solid Windows, Microsoft 365, and Active Directory skills

Solid TCP/IP, DNS, DHCP, VPN, and wireless fundamentals

ITSM and remote support tool experience

Apply Level 2 troubleshooting, Microsoft 365, networking, and endpoint management skills while resolving escalated user support requests.

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📌 Level 2 Service Desk Technician - IT Support (Montreal)
🏢 Yochana
📍 Montreal