LEVEL 2 IT SUPPORT TECHNICIAN
- Montreal, QC
- Permanent
- Full-time
- Provide software, hardware and operational support to employees and stores and manage incidents;
- Provide support to the Level 1 team during escalation of incidents;
- Participate in store opening processes and coordinate activities with various suppliers;
- Configure and install workstations, printers, software and other components and peripherals according to service levels;
- Participate in various IT projects related to store, head office and distribution center operations;
- Document interventions in ServiceNow, ticketing center system;
- Draft documentation of departmental procedures, policies and processes;
- Contribute to the maintenance of good practices in IT security (Antivirus (Defender), Networking, Windows Update);
- Maintain the inventory of computer hardware/software up to date;
- Perform and monitor the operational tasks of store sales;
- Keep your skills up to date in your sector of activity;
- Participate in all other activities related to the IT department.
- College diploma or equivalent related to the field;
- Minimum of 5 years of relevant experience in IT – asset in retail sales;
- Bilingual, French and English (The person will have to support users across Canada);
- Be available on call 24/7 on a rotating schedule with other team members (1 week out of 6);
- Knowledge of Windows environments (Desktop and Server) with Active Directory (Azure);
- Knowledge of office automation tools (Microsoft Office, Adobe);
- Knowledge of operational processes and software in stores;
- Knowledge of the MAC environment and tools a strong asset;
- Knowledge of network protocols, network management systems and LAN and WAN methods;
- Knowledge of Operations Management Practices (ITIL) – An asset.