Information Technology Support Technician

Job SummaryThe IT Support Technician provides technical support, quickly resolves issues, handles complex cases, provides higher-level support, collaborates with other teams, installs and supports IT equipment, thereby contributing to continuous improvement of IT services.ResponsibilitiesEnd User Support (70%)• Quickly and efficiently manage user requests and issues to quickly resolve technical issues and minimize interruptions to business operations.• Logging and responding to support requests via a ticketing system and remote support tools, with particular attention to the accuracy of the information captured.• Create and maintain up-to-date documentation of frequently encountered issues and their solutions, and share knowledge with the help desk team to improve their skills and performance.• Ensure professional and courteous handling of all support requests, maintaining a high level of customer service and communication throughout the support process.• Provide users with regular updates on the status of their support requests, managing their expectations and keeping them informed of any delays or potential issues.• Provide user guidance on Isologic core systems, such as Office 365, and provide training to familiarize users with new features.• Collaborate with other IT teams to identify and resolve complex technical issues and escalate issues as necessary to ensure timely resolution.• Provide support for Intune and MDM, ensuring security and compliance of end user devices with company policies.• Ensure staff equipment is delivered on time with all required items.Technological Initiatives (20%)• Participate in the deployment of new technologies, systems and applications to ensure end users have access to the latest tools and features.• Proactively identify opportunities to improve processes and IT service efficiencies, collaborating with the team to implement these changes.• Develop and maintain a strong knowledge of emerging technologies and industry trends, and identify opportunities to integrate them into the IT environment.General Administration Tasks (10%)• Prioritize help desk requests based on their impact on business operations, ensuring critical issues are resolved as quickly as possible.• Collaborate with other help desk team members, sharing knowledge and best practices to improve their performance and efficiency.• Conduct proactive research, develop responses to improve IT demands, stay informed of emerging trends and technologies to keep Isologic's IT environment at the forefront of innovation.Qualifications• At least 2 years of experience as a help desk agent or similar role.• Relevant diploma accompanied by subsequent relevant experience; or extensive experience and specialized knowledge in a technical field of IT• Knowledge of ITIL methodology and Microsoft ITIL Certifications (desirable).• Demonstrated ability to install, manage, upgrade, maintain and troubleshoot operating systems and end user devices in enterprise environments.• Experience supporting MacOS and Windows 10/11 devices on corporate networks, including imaging, diagnostics, use of remote desktop technologies like Microsoft RDP, and support for Office 365, the Microsoft suite, and MDM solutions like Intune.• Experience training staff, creating user guides to make technical terms easier to understand, including O365, Power BI, Microsoft Teams, and everyday IT tasks on Mac and Windows.• Experience in ICT support via telephone, email, in-person and remote, with solid knowledge of administering Windows network operating systems in a high security environment.• Configuration of workstations via GPO with access to printers, applications and files.• Knowledge and experience of backup requirements and related procedures.• Knowledge of Ncentral RMM• Customer ethics, excellent written and verbal communication skills, organization, initiative, results orientation, flexibility, adaptability, and contribution to a positive team culture.• Must be bilingual French/English.• You may be required to work on several Isologic sites.• Be part of the on-call rotation for after-hours support in the event of an infrastructure and network emergency.• Occasional maintenance interventions outside working hours or on weekends.