IT Expert Technical Support Technician

Description:

As an IT Expert Technical Support Technician, you will provide advanced troubleshooting, deep analysis to resolve complex problems, strong technical expertise, and a customer-focused mindset to ensure high-quality service delivery to internal users. IT Expert Technical Support Technician provides Tier 2/3 support including mentoring of all team members. Create and maintain detailed documentation, knowledge bases, and training materials.

This role contributes to the sustainability of the IT helpdesk team by promoting best practices, driving continuous improvement in support processes.

Duties And Responsibilities
 

• Provide advanced technical support and guidance for escalated issues.
• Participate in infrastructure upgrade projects, including deployments in northern Quebec.
• Develop and maintain documentation, procedures, and knowledge base articles.
• Mentor and coach Level 1, 2, and 3 technicians to foster skill development.
• Analyze recurring issues and propose long-term solutions.
• Collaborate with other IT teams to ensure seamless service delivery.
• Ensure compliance with IT polices and standards.
• Participate in occasional travel to Nunavik as required

Qualifications

College or university degree in Computer Science or a related field.
Minimum of 10-15 years of relevant IT support experience, including at least 5 years in a senior or expert role.
Strong technical knowledge of:
Microsoft Windows, Office, and macOS environments
Microsoft 365
Internet, hardware, and software
Remote support tools
Excellent communication skills in French and English (both oral and written).
Strong leadership, organizational, problem-solving, and analytical thinking skills.
Attention to detail with a proactive approach to learning and improvement.
Ability to work under pressure and manage multiple priorities.
Willingness to travel within Quebec, including Nunavik.