IT Support Engineer L1

Technical Support & Troubleshooting

• Troubleshoot software problems across the Windows environment, including OS-level issues, application errors, and configurations
• Assist with network connectivity issues (Wi-Fi, VPN, LAN)
• Perform basic Active Directory tasks: password resets, account unlocks, user provisioning
• Support onboarding and offboarding processes including equipment setup and decommissioning

Ticketing & Documentation

• Log, track, and manage all support requests and incidents in the ticketing system (ServiceNow, Jira Service Management, or equivalent)
• Accurately document troubleshooting steps, resolutions, and recurring issues
• Escalate unresolved or complex issues to Level 2/Level 3 support with full documentation
• Contribute to and maintain the internal knowledge base

Customer Service & Communication

• Deliver courteous, clear, and professional support to end users in person, via phone, email, and remote tools
• Set and manage user expectations regarding resolution timelines
• Follow up on open tickets to ensure user satisfaction and timely closure
• Act as a calm, reliable point of contact during technical disruptions

Do you have experience in macOS?, Do you have a High school diploma or GED?, * High school diploma or GED required; Associate’s or bachelor’s degree in IT, Computer Science, or related field preferred (We are flexible with this, the person can have IT licenses as well, or experience will count as well.

• 1-2 years of experience in a help desk, IT support, or desktop support role
• Equivalent combination of education and hands-on experience will be considered

Skills

• Proficiency in troubleshooting Windows 10/11 environments; macOS experience a plus
• Hands-on experience with ticketing platforms (ServiceNow, Jira, Zendesk, Freshdesk, or similar)
• Familiarity with Microsoft 365 (Outlook, Teams, SharePoint, OneDrive)
• Basic understanding of networking concepts: DNS, DHCP, TCP/IP, VPN
• Experience with remote support tools (e.g., TeamViewer, AnyDesk, Remote Desktop)
• Strong verbal and written communication skills
• Ability to explain technical concepts clearly to non-technical users
• Excellent time management and ability to prioritize multiple open tickets
• Patient, empathetic, and professional demeanor under pressure
• Self-motivated with a desire to learn and grow within IT

Additional Qualifications

• CompTIA A+, CompTIA Network+, or ITIL Foundation certification
• Bilingual (English/French) a plus for the Montreal location
• Experience in a corporate or enterprise IT environment

Pulled from the full job description

• On-the-job training
• Paid parental leave
• Parental leave
• Health insurance
• Employee assistance program, We aim to create an environment where the best people want to work, where they can turn their passion into their job and realize their full potential.
• Individual development, on-the-job training, and development programs designed to help our employees grow in their careers.
• Paid parental leave
• Education assistance program
• Employee assistance program
• Various healthcare plan options as well as 401(k)