IT Support Engineer L1

Key Responsibilities

• Troubleshoot software problems across the Windows environment, including OS-level issues, application errors, and configurations
• Aid with network connectivity issues (Wi-Fi, VPN, LAN)
• Perform basic Active Directory tasks: password resets, account unlocks, user provisioning
• Support onboarding and offboarding processes including equipment setup and decommissioning
• Log, track, and manage all support requests and incidents in the ticketing system (ServiceNow, Jira Service Management, or equivalent)
• Accurately document troubleshooting steps, resolutions, and recurring issues
• Escalate unresolved or complex issues to Level 2/Level 3 support with full documentation
• Contribute to and maintain the internal knowledge base

Customer Service & Communication

• Deliver courteous, clear, and professional support to end users in person, via phone, email, and remote tools
• Set and manage user expectations regarding resolution timelines
• Follow up on open tickets to ensure user satisfaction and timely closure
• Act as a calm, reliable point of contact during technical disruptions

Your Profile

• Educational requirements: High school diploma or GED required; Associate's or bachelor’s degree in IT, Computer Science, or related field preferred (flexible with this, the person can have IT licenses as well, or experience will count as well)
• Experience: 1–2 years of experience in a help desk, IT support, or desktop support role
• Skills: Proficiency in troubleshooting Windows 10/11 environments; macOS experience a plus; Hands-on experience with ticketing platforms (ServiceNow, Jira, Zendesk, Freshdesk, or similar); Familiarity with Microsoft 365 (Outlook, Teams, SharePoint, OneDrive); Basic understanding of networking concepts: DNS, DHCP, TCP/IP, VPN; Experience with remote support tools (e.g., TeamViewer, AnyDesk, Remote Desktop); Strong verbal and written communication skills; Ability to explain technical concepts clearly to non-technical users; Excellent time management and ability to prioritize multiple open tickets; Patient, empathetic, and professional demeanor under pressure; Self-motivated with a desire to learn and grow within IT
• Additional Qualifications: CompTIA A+, CompTIA Network+, or ITIL Foundation certification; Bilingual (English/French) a plus for the Montreal location; Experience in a corporate or enterprise IT environment

Our Offer

• Individual development, on-the-job training, and development programs designed to help our employees grow in their careers
• Paid parental leave
• Education assistance program
• Employee assistance program
• Variety of healthcare plan options as well as 401(k)