L2 Helpdesk Support

The L2 Helpdesk Support works across Level 2 support, assisting customers and staff by resolving technical issues, fulfilling service desk requests, and analysing incidents that require IT involvement. Serving as a key escalation point for technical assistance on site, over the phone, or by email, you will determine the best solution based on the issue details provided, resolve moderate and complex support requests, and escalate where necessary. You will display a passion for technology combined with a determination to implement and follow best practice.

What’s in it for you?

• Health Insurance (HMO)
• Competitive Salary
• Allowances
• Paid Time offs (Unused Vacation Leaves are convertible to cash)
• Company wide events

Job Details:

• Eastwood Libis, QC (Hybrid Set Up)
• Training schedule: Monday to Friday: 6 AM to 3 PM 
• *Shift after training will vary. The business provides 24/7 coverage. You are expected to be flexible with the shift which includes night shifts, and weekends. 

Responsibilities:

• Provide Level 2 support as an escalation point for technical issues, incidents, service requests, and customer enquiries

• Diagnose and resolve issues using remote troubleshooting, questioning, and appropriate technical analysis

• Capture, manage, update, and close tickets accurately from initial contact through to confirmed resolution

• Provide clear guidance to customers, including correct support channels, troubleshooting steps, and IT product or service information

• Escalate unresolved or high-priority issues to the appropriate specialist or support team

• Document incidents, resolutions, customer updates, feedback, and knowledge base information clearly and accurately

• Identify service improvements and support IT project work when required

• Participate in on-call rotation and support service delivery in line with SLAs, company policies, and procedures

Qualifications:

• At least 3-5 years of experience in a similar role

• Strong technical troubleshooting skills with the ability to diagnose and resolve moderate to complex issues

• Working knowledge of office applications, databases, remote support tools, and ticketing systems

• Excellent English communication skills

• Ability to handle multiple helpdesk tickets

• Good documentation skills

• Experience with Active Directory, Microsoft Azure, Microsoft 365, and cloud environments

• Microsoft Intune experience across endpoint management, device enrollment, application deployment, and policy configuration

• Basic networking troubleshooting skills across DNS, DHCP, Wi-Fi, VPN, connectivity, and printers

Nice to Have:

• Experience supporting Windows and on-premises server environments, including Hyper-V

• Experience with PowerShell scripting and automation

• Experience with Autotask and Datto RMM