Job Description

We are seeking an experienced IT Support Specialist to join our dynamic IT team. The ideal candidate will have at least 5 years of hands-on experience in providing IT support, troubleshooting, and assisting end-users with a wide variety of technical issues. This role is perfect for someone looking to continue growing their career in IT support while contributing to the overall success of our organization’s technology infrastructure. The IT department, composed of 9 people, is in charge of a wide range of tasks, including onboarding/offboarding users, handling IT Desk tickets, managing Google Workspace, Okta, Office 365, MDM and EDR.

Key Responsibilities

• Provide technical assistance to end-users, diagnosing and resolving hardware, software, network, and peripheral issues in a timely manner, working with the external support of our providers when necessary.
• Manage helpdesk tickets, prioritize issues, and ensure solutions are delivered.
• Troubleshoot and resolve problems related to operating systems (Windows, macOS, Linux) and applications (Office 365, Slack, …).
• Assist in the installation and configuration of hardware and software, ensuring all devices are functioning properly and meet company standards.
• Help with system updates, software installations, and hardware upgrades as needed.
• Manage user accounts, access rights, and permissions in IT managed applications.
• Assist with setting up new employee workstations and ensuring users have the necessary tools and accesses to perform their roles efficiently.
• Write new and keep up-to-date documentation of system configurations, procedures, and troubleshooting steps for internal use and reference.
• Create and update user guides and help documents for common IT issues and solutions.
• Assist in generating periodic reports on the status of systems, tickets, and any recurring issues.
• Work closely with senior IT staff and other departments to ensure the smooth operation of IT services across the company.
• Provide basic training to end-users on common software and hardware issues, ensuring they are equipped to solve minor problems on their own.
• Cyber-security sensibilization

💪 About you

• You have a first experience in handling IT support in a fast growing company.
• You love helping people and investigating to solve problems in a fast-paced environment, and you demonstrate strong customer service skills.
• Rigor and team spirit mindset
• Proficiency in Windows, macOS, and Linux operating systems.
• Admin experience with Google Workspace,Okta, Slack, Office 365, MDM (Iru & Intune).
• Familiar with ticketing systems.
• Basic knowledge of hardware components, including desktop/laptop setups, printers, peripherals and meeting rooms.
• fluency in English and French