Technical Support Analyst - L2

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Statut / Status:

Regular, Full time

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Emplacement / Location:

Montréal, Quebec

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Description du poste / Job Description

Would you like to join our team?

• A modern, constantly evolving technological environment

• A growing Canadian company with more than 150 locations

• An experienced and dynamic IT team

• Challenging projects involving Microsoft 365, Intune, security, mobility, and infrastructure

Role:

• The Level 2 Technical Support Analyst serves as a second-line expert for resolving complex incidents and support requests. They support Level 1 technicians, coordinate resolutions with specialized teams, and contribute to the continuous improvement of the user experience.

• In addition to providing user support, they participate in documentation, the automation of recurring tasks, and the improvement of IT service management processes.

Key Responsibilities:

• Handle complex incidents and requests that exceed Level 1 capabilities, ensuring the analysis, diagnosis, and permanent resolution of issues.

• Provide advanced technical support for Microsoft Outlook, corporate email, shared calendars, mailboxes, sending/receiving issues, rules, profiles, access, and mobile synchronization.

• Resolve incidents related to workstations, peripherals, access, corporate applications, and Microsoft 365 tools, including Teams, OneDrive, SharePoint, and Intune.

• Coordinate responses with internal teams and external vendors as needed.

Ensure rigorous tracking of tickets in Service Desk Plus, adhere to governance guidelines, and communicate clearly with users.

• Document support interactions, maintain technical documentation, and contribute to improving the knowledge base.

• Identify recurring issues and recommend preventive actions or improvements to ITSM processes.

• Serve as a technical resource for Level 1 support and participate in knowledge transfer within the team.

Technology Stack - primary technologies and tools used:

• Microsoft 365: Outlook, Exchange Online, Teams, OneDrive, SharePoint

• Microsoft Entra ID, Active Directory, access management

• Microsoft Intune, Windows 11, modern device management

• Service Desk Plus, ITSM incident and request management

• Security: MFA, BitLocker, LAPS, antivirus/EDR, conditional access

• Enterprise applications: P21, Workday

• Infrastructure: network printers, VPN, Meraki

• Remote support tools, technical documentation, and knowledge base

Required Qualifications:

• DEC, AEC, or university degree in computer science or a related field.

• Minimum of 3 to 5 years of experience in technical support or systems administration.

• Experience in an enterprise Microsoft 365 environment.

• Experience with ITSM tools and incident management.

• Knowledge of Microsoft 365, Outlook/Exchange administration, Entra ID, Intune, Windows 11, networking, network printers, and IT security

Desired Skills:

• Excellent customer service

• Strong analytical skills

• High degree of autonomy

• Sense of urgency and ability to prioritize

• Ability to manage multiple cases simultaneously

• Attention to detail and thorough documentation

• Team spirit and collaboration

• Effective communication in French and English required to support users across the country.

What Sets Level 2 Apart:

• Analysis of non-standard problems

• Combination of different solution approaches

• Identification of root causes

• Technical reference for first-line support

• Contribution to the improvement of processes and the technological environment

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Pourquoi se joindre à nous

On est un acteur majeur engagé dans la transformation énergétique au Canada. On offre un environnement de travail convivial avec de belles opportunités d'emplois. On valorise l'initiative, on encourage l'engagement et on reconnaît la contribution de chacun.

On se distingue par notre :

• Partage annuel des profits offert à tous qui s’ajoute à notre rémunération concurrentielle : récompenser les victoires fait partie de notre culture.

• Solide réseau national permettant de réelles possibilités de grandir: nos gens font la différence.

Parmi nos avantages :

• Programme d’assurances collectives flexible et complet qui s’adaptent aux besoins de chacun.

• Ressources santé disponibles 24/7: télémédecine et programme d’aide aux employés (PAE).

• REER collectif avec contribution de l’employeur et CELI.

• Programme de bourses d’études postsecondaires pour les enfants

• Lieux de travail munis de bornes de recharge.

• Programme de reconnaissance des années de service.

Joins la grande famille Guillevin : un groupe en plein essor partenaire de vos ambitions !

Notre processus de recrutement assure l’égalité et la diversité. Prends note que seuls les candidats retenus seront contactés.

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What’s in it for you

We are a major player involved in the energy transformation in Canada. We offer a dynamic work environment with great career opportunities. We value initiative, encourage engagement and recognize everyone's contribution.

What sets us apart is our:

• Annual profit-sharing offered to all in addition to our competitive compensation: rewarding accomplishments is part of our culture.

• A strong national network offering real opportunities to grow: our people make the difference.

Among our benefits:

• Flexible group insurance plan customizable to your needs.

• Free health resources available 24/7: Telemedicine and Employee Assistance Program (EAP).

• Group RRSP with employer contribution and TFSA.

• Postsecondary Scholarship Program for our employee’s children.

• Charging terminals available at our facilities.

• Years of Service Recognition Program.

Come build your career with us, a growing network geared for your ambitions!

Our recruitment process ensures equality and diversity. Please note that only successful candidates will be contacted.