Job Description

We are seeking a Level II Technical Support Specialist with strong analytical and customer service skills to join a dynamic IT support team. The successful candidate will play a key role in providing end-user technical support, troubleshooting hardware and software issues, and maintaining IT systems in accordance with institutional standards and policies.

Key Responsibilities:

• Provide tier 1 and tier 2 technical support for hardware, software, networking, and peripherals.

• Install, configure, diagnose, and repair operating systems and applications.

• Assist end users with office automation tools and ensure productivity tools are running effectively.

• Support mobile devices, distance education technologies, AV equipment, and specialized scientific tools.

• Troubleshoot connectivity issues using knowledge of standard networking protocols and technologies.

• Participate in system upgrade implementations and ensure minimal disruption to users.

• Communicate technical concepts clearly to a nontechnical audience.

• Maintain accurate records of IT assets, service requests, and support documentation in accordance with IT policies.

• Provide excellent customer service and follow up to ensure issue resolution.

• Stay current on emerging technologies and recommend improvements to tools and support procedures.

• College diploma in a related field OR an equivalent combination of education and experience.

• Minimum 3 years of experience in a technical support role.

• Proficiency in supporting common operating systems (Windows, macOS, etc.).

• Strong analytical and problem-solving skills to identify and resolve technical issues.

• Experience in a customer service environment with a user-focused mindset.

• Bilingual in French and English (spoken and written).

• Experience supporting users in a university, public sector, or similarly structured environment.

• Familiarity with IT asset management and procurement procedures.

• Working knowledge of institutional IT security guidelines and standards.

• Ability to manage multiple priorities in a fast-paced environment.