IT Support Technician

Key/Primary Responsibilities

•                     Provide first and second-line IT support on-site, remotely and by telephone/email.

•                     Troubleshoot and resolve hardware, software, operating system and connectivity issues.

•                     Install, configure and maintain computers, laptops, printers, mobile devices and other IT equipment.

•                     Provide support for Microsoft 365, Outlook, Teams, OneDrive and SharePoint.

•                     Perform basic troubleshooting of LAN/Wi-Fi, VPN, DNS and DHCP issues.

•                     Support user accounts, access, MFA and endpoint/device management.

•                     Manage and maintain accurate IT asset records.

•                     Log, update and resolve incidents and requests through the IT Service Desk.

•                     Liaise with suppliers for equipment purchases, repairs, warranties and technical support.

•                     Assist with IT projects, system deployments, hardware rollouts and new site implementations.

•                     Support meeting rooms, video conferencing and collaboration technologies.

•                     Follow IT security policies and report potential security incidents.

•                     Provide support to users at remote sites when required.

•                     Maintain proper technical documentation and follow IT procedures.

 

Requirements

• Diploma or Degree in IT, Computer Science or related field.
• Minimum 2 years’ experience in IT Support, Helpdesk or Desktop Support.
• Good knowledge of Windows, Microsoft 365, computer hardware and networking fundamentals.
• Customer-focused with strong troubleshooting, communication and problem-solving skills.
• Proactive, organised and able to work independently and as part of a team.
• Fluent in English and French, both written and spoken.
• Willing to travel to remote sites when required.

Advantageous

• Knowledge of MDM, endpoint management and IT security.
• Awareness of AI tools, AI concepts and responsible use of AI in the workplace.
• Microsoft, CompTIA, ITIL or other relevant certifications.