Workplace Senior Support Technician

As part of the reinforcement of our IT team, we are looking for a Workplace Support Technician with a strong passion for IT technologies and proven experience in Workplace environments, user support, and Helpdesk activities.

You will join a dedicated team responsible for ensuring the daily operational support of end users, managing IT incidents and requests, and contributing to workplace improvement projects and digital transformation initiatives.

The ideal candidate is a proactive, reliable, and service-oriented professional who enjoys helping users, solving technical issues, and continuously improving the quality of IT services.

This role is mainly focused on proximity support, while also requiring remote assistance activities through phone and email channels., As a Workplace Support Technician, you will be responsible for:

• Providing 1st and 2nd line IT support to end users through different channels (in-person, phone, email);
• Delivering high-quality proximity support and ensuring fast resolution of user issues;
• Receiving, analyzing, prioritizing, and following up on IT incidents and service requests;
• Performing active filtering, coordination, and follow-up of requests within IT service management processes;
• Supporting users with their IT equipment and digital workplace tools, including computers, smartphones, tablets, and mobile devices;
• Identifying, tracking, troubleshooting, and resolving hardware and software incidents impacting end users;
• Managing workstation assets and ensuring accurate IT inventory follow-up;
• Installing, configuring, maintaining, and preparing workstations for users;
• Providing dedicated support to VIP users and ensuring a high level of service quality;
• Preparing and maintaining accurate technical documentation and support procedures;
• Coordinating technical interventions with internal teams and external service providers;
• Following up with suppliers to ensure delivery according to agreed quality standards and timelines;
• Contributing actively to Workplace-related projects and operational improvements;
• Acting as a driver for innovation, optimization, and continuous improvement initiatives.

Technical Environment

The successful candidate will have strong experience with the following technologies

Systems & Tools

• Windows 10 / Windows 11 - Advanced level;
• Microsoft Office 365 - Advanced level;
• Mac OS - Advanced level;
• Active Directory - Advanced level;
• PowerShell - Knowledge is an asset.

Required Functional Skills

The candidate should have proven experience in the following areas:

• Advanced troubleshooting and incident resolution;
• Workplace and proximity support activities;
• Helpdesk / Hotline support;
• Mobile services support, including smartphones, tablets, and Mobile Device Management solutions;
• VIP user support;
• IT service management processes and ITIL practices (an asset).