Support Engineer I

About the role

We are seeking a skilled and customer-focused Information Technology Specialist to join our IT support team. The successful candidate will provide advanced technical support to end-users, resolve escalated help desk issues, and work closely with teams to ensure smooth IT operations across the organization.

Responsibilities

• Provide technical support for hardware, software, and network issues.
• Troubleshoot and resolve issues, including desktops, laptops, mobile devices, printers, and software applications.
• Manage user accounts, permissions, and access rights in systems such as Active Directory, Microsoft 365, Okta and other enterprise tools.
• Install, configure, and maintain computer systems and peripheral equipment.
• Monitor system performance and troubleshooting server, network, and application-related issues.
• Document issue resolutions and contribute to the knowledge base to improve support efficiency.
• Collaborate with security and operations teams for complex issues or infrastructure-level projects.
• Assist in implementing IT projects, updates, and rollouts across departments.
• Ensure compliance with company policies, security standards, and best practices.
• Provide occasional off-hours support or on-call assistance as needed.

Requirements

• 2+ years of experience in an IT support or help desk role, with at least 1 year in a Tier 2 capacity.
• Strong knowledge of Windows and macOS operating systems.
• Experience with Active Directory, Microsoft 365 administration, and common enterprise applications.
• Solid understanding of TCP/IP, DNS, DHCP, VPN, and general networking concepts.
• Familiarity with ticketing systems (e.g., Jira, BMC Helix, Zendesk).
• Experience with BYOD infrastructure support.
• Bi-Lingual – French and English speaking and writing is a plus.
• Experience with remote support tools and mobile device management (MDM) solutions.
• Exposure to ITIL practices and service management frameworks.

Qualifications

• Associate or Bachelor's Degree in information technology, Computer Science, or related field — or equivalent experience.
• Certifications such as CompTIA A+, Network+, Microsoft Azure Fundamentals certification, or equivalent.

Pay

$73,000 - $93,000 annually USD.

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