Descriptions:
Reporting to the ITSM Lead, the Technical Support Specialist Level 2 is responsible for supporting the computing needs of Production and Business Systems. This is a professional and technical position requiring a diverse set of skills. The individual will demonstrate abilities in planning, configuring, and managing computer and network systems and their components. Knowledge of the latest technology and trends is essential, along with the ability to resolve complex network, computer, and software problems across all levels of the organization.
Responsabilities:
- Create/Disable/Maintain user accounts through Active Directory and AzureAD.
- Monitor tickets and log all issues and resolutions in a ticketing system according to SLAs.
- Support network infrastructure, including hardware (e.g., Cisco Switches, Fiber/UTP interfaces) and software (e.g., Secure ACS, VLAN provisioning).
- Support automation and maintenance activities.
- Perform daily operations related to servers and computer systems, including patching and security enhancements.
- Take immediate actions to restore normal services with minimal downtime.
- Participate in the 24/7 on-call rotation.
- Prepare/support cellphones for corporate and BYOD (Android, iPhone) users.
- Provide user support for O365 suite applications, Adobe Suite, and in-house software.
- Create/maintain/support Mailboxes and Distribution Groups in Exchange Online.
- Enroll/maintain/decommission devices in Microsoft Intune.
- Provide support for multiple levels of legacy applications.
- Support and maintain hardware like handheld scanners, printers, and peripherals.
- Ensure Service Packs, OS patches, and updates are implemented according to standards and schedules.
- Maintain/support OT and IT computers, servers, and networking.
- Document procedures and How-To guides.
- Support the Infrastructure and Security Teams as needed.
- Assist remote users and 3rd-party vendors/contractors.
- Support DECT/VoIP phone systems and devices (ASCOM/AVAYA/MS TEAMS).
- Add equipment, modify configurations, and maintain ASCOM Wireless Phone systems.
- Perform technology needs analysis and contribute to IT department policies and procedures.
- Support servers, desktop computing hardware, and related Windows operating systems.
- Handle LAN and WLAN switching equipment, including LAN testers and analyzers, Ethernet cabling (copper and fiber), crimping tools, polishers, and cable testers.
- Document incident tickets and task requests in the ticketing system.
- Monitor the ticketing system for new incidents or projects and prioritize them by severity.
- Follow up with end users on tickets to ensure satisfaction before closing.
- Serve as an escalation point for Level 1 support.
- Perform any other related tasks as required.
Qualifications:
- Post-Secondary Degree in Computer Science or related field, or equivalent experience with 5 years of technical support.
- Applicable knowledge and ability to configure and troubleshoot Windows Server configurations from 2003 to 2022.
- Knowledge of Microsoft Exchange Online Server and general SMTP concepts.
- Ability to configure and troubleshoot Active Directory, EntraID, Azure, and Intune.
- Proficiency in configuring and troubleshooting desktop operating systems such as Windows 10 & 11 and Intune enrollment.
- Working knowledge of various desktop software packages, including Office D365 suite.
- Strong analytical skills, effective interpersonal communication skills, and a strong technical focus.
- Bilingual: English and French (oral and written).
- Must be capable of working at heights and in industrial conditions.
- Must possess a valid driver’s license.
- Available for off-hours work and participation in a 24/7 on-call rotation, with occasional travel of less than 3%.