Senior IT Technician

Are you passionate about technical support, but also enjoy thinking about how to improve processes and enhance the user experience? We’re looking for a Senior IT Technician to join our team. This role combines day-to-day IT support with active contributions to the continuous improvement of our IT services. 

As an experienced professional, you will also act as a technical leader and point of reference for the team. You will play a key role in gathering requirements from stakeholders, documenting processes, and helping train team members to strengthen their skills in needs analysis and client relations. 

Key Responsibilities 

1. IT Support 

• Provide advanced technical support to end users. 
• Troubleshoot incidents related to workstations, software, collaborative tools, peripherals, and network access. 
• Assist in the training of end users on IT tools. 
• Track and manage requests in the ticketing system and ensure timely resolution. 
• Act as an escalation point for junior and intermediate technicians. 

2. Continuous Improvement & Technical Leadership

• Be a positive leader within the team: share knowledge, support colleagues, and foster collaboration across the IT services team. 
• Gather functional and technical requirements from various internal teams. 
• Work with project teams to improve the scope and effectiveness of IT support. 
• Clearly document processes, technical solutions, and service best practices. 
• Contribute to the definition and improvement of business processes related to IT services.

Desired Profile 

• College diploma (DEC) in computer science or related field.
• At least 5 years' experience in IT support, including significant experience in process improvement or technical coordination. 
• Excellent communication and listening skills to interact with different levels of the organization. 
• Demonstrated experience in requirements analysis and functional/technical documentation. 
• Proficiency in Atlassian suite tools (incident management, requests, changes, documentation).
• Knowledge of ITIL best practices.
• Ability to express oneself effectively in French and English, both orally and in writing, in order to use the systems and tools and to carry out various tasks. 

Offered Benefits 

• Telemedicine service and employee and family assistance program. 
• Group insurance and RRSP plan with employer contribution. 
• Discount on purchases at Simons. 
• Training room complete with locker rooms, group classes and kinesiology service. 
• Cafeteria service offering a varied, affordable menu.