Senior Technical Support Analyst Jobs in Quebec (NOW HIRING)

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A modern, constantly evolving technological environment

A growing Canadian company with more than 150 locations

An experienced and dynamic IT team

Challenging projects involving Microsoft 365, Intune, security, mobility, and infrastructure

Role:

The Level 2 Technical Support Analyst serves as a second-line expert for resolving complex incidents and support requests. They support Level 1 technicians, coordinate resolutions with specialized teams, and contribute to the continuous improvement of the user experience.

In addition to providing user support, they participate in documentation, the automation of recurring tasks, and the improvement of IT service management processes.

Key Responsibilities:

Handle complex incidents and requests that exceed Level 1 capabilities, ensuring the analysis, diagnosis, and permanent resolution of issues.

Provide advanced technical support for Microsoft Outlook, corporate email, shared calendars, mailboxes, sending/receiving issues, rules, profiles, access, and mobile synchronization.

Resolve incidents related to workstations, peripherals, access, corporate applications, and Microsoft 365 tools, including Teams, OneDrive, SharePoint, and Intune.

Coordinate responses with internal teams and external vendors as needed.

Ensure rigorous tracking of tickets in Service Desk Plus, adhere to governance guidelines, and communicate clearly with users.

Document support interactions, maintain technical documentation, and contribute to improving the knowledge base.

Identify recurring issues and recommend preventive actions or improvements to ITSM processes.

Serve as a technical resource for Level 1 support and participate in knowledge transfer within the team.

Technology Stack - primary technologies and tools used:

Microsoft 365: Outlook, Exchange Online, Teams, OneDrive, SharePoint

Microsoft Entra ID, Active Directory, access management

Microsoft Intune, Windows 11, modern device management

Service Desk Plus, ITSM incident and request management

Security: MFA, BitLocker, LAPS, antivirus/EDR, conditional access

Enterprise applications: P21, Workday

Infrastructure: network printers, VPN, Meraki

Remote support tools, technical documentation, and knowledge base

Required Qualifications:

DEC, AEC, or university degree in computer science or a related field.

Minimum of 3 to 5 years of experience in technical support or systems administration.

Experience in an enterprise Microsoft 365 environment.

Experience with ITSM tools and incident management.

Knowledge of Microsoft 365, Outlook/Exchange administration, Entra ID, Intune, Windows 11, networking, network printers, and IT security

Desired Skills:

Excellent customer service

Strong analytical skills

High degree of autonomy

Sense of urgency and ability to prioritize

Ability to manage multiple cases simultaneously

Attention to detail and thorough documentation

Team spirit and collaboration

Effective communication in French and English required to support users across the country.

What Sets Level 2 Apart:

Analysis of non-standard problems

Combination of different solution approaches

Identification of root causes

Technical reference for first-line support

Contribution to the improvement of processes and the technological environment

On est un acteur majeur engage dans la transformation energetique au Canada. On offre un environnement de travail convivial avec de belles opportunites d'emplois. On valorise l'initiative, on encourage l'engagement et on reconnait la contribution de chacun.

On se distingue par notre:

• Partage annuel des profits offert a tous qui s'ajoute a notre remuneration concurrentielle: recompenser les victoires fait partie de notre culture.

• Solide reseau national permettant de reelles possibilites de grandir: nos gens font la difference.

Parmi nos avantages :

• Programme d'assurances collectives flexible et complet qui s'adaptent aux besoins de chacun.

• Ressources sante disponibles 24/7: telemedecine et programme d'aide aux employes (PAE).

• REER collectif avec contribution de l'employeur et CELI.

• Programme de bourses d'etudes postsecondaires pour les enfants

• Lieux de travail munis de bornes de recharge.

• Programme de reconnaissance des annees de service.

Joins la grande famille Guillevin: un groupe en plein essor partenaire de vos ambitions !

Notre processus de recrutement assure l'egalite et la diversite. Prends note que seuls les candidats retenus seront contactes.

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We are a major player involved in the energy transformation in Canada. We offer a dynamic work environment with great career opportunities. We value initiative, encourage engagement and recognize everyone's contribution.

What sets us apart is our:

• Annual profit-sharing offered to all in addition to our competitive compensation: rewarding accomplishmentsis part of our culture.

• A strong national network offering real opportunities to grow: our people make the difference.

Among our benefits:

• Flexible group insurance plan customizable to your needs.

• Free health resources available 24/7: Telemedicine and Employee Assistance Program (EAP).

• Group RRSP with employer contribution and TFSA.

• Postsecondary Scholarship Program for our employee's children.

• Charging terminals available at our facilities.

• Years of Service Recognition Program.

Come build your career with us, a growing network geared for your ambitions!

Our recruitment process ensures equality and diversity. Please note that only successful candidates will be contacted.