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Level 2 Technical Support

Serti Placement TI inc.

This is a Contract position in Montréal, QC posted January 30, 2019.

Our customer, a large-scale company, is looking for a Level 2 Technical Support (8148).


  • Works on the assembly, configuration, installation and level II/III support of computer hardware and software including peripherals and components;
  • Maintains and/or creates standard operating procedures, customer service guidelines and troubleshooting documentation for new services and activities;
  • Participates in coordinating internal/departmental project initiatives which may involve multiple IT/User groups;
  • Makes recommendations on lifecycle of IT technologies and processes;
  • Provides multisite support outside of the main headquarters;
  • Supports telecommunications hardware/software assets such as VoIP, Cellular and mobile devices;
  • Actively monitors, detects and removes malwares and illegal or non-authorized software;
  • Participates in coordinating user relocation support for all IT equipement;
  • Performs cleaning and preventive maintenance of IT equipment and network closets;
  • Supports and monitors internal applications and tools used by the IT operations group;
  • Provides backup to Helpdesk when required;
  • May assist the IT Group Leader with improvements to processes and establishing and maintaining a set of Service level Agreements (SLA) applicable to the IT operations groups.

  • 5 years in an IT end user support environment;
  • Understands ITIL processes ;
  • Considerable knowledge on support of computer hardware and software, telecommunications and networking;
  • Strong knowledge and troubleshooting of computer operating systems and office applications (Microsoft windows Office and O/S, MAC, Outlook, VPN, antivirus, Encryption);
  • Strong knowledge and troubleshooting of computer hardware computers, portable devices, and related peripherals;
  • Strong knowledge of support principles, methods, and procedures in operating computers and peripheral equipment;
  • Strong troubleshooting skills to diagnose/repair various hardware and software;
  • Knowledge of Microsoft active directory architecture;
  • Excellent knowledge of ESD Electrostatic Discharge guidelines;
  • Knowledge on Network services such as VPN remote access, LAN/WAN, DNS, FTP and Proxy;
  • Excellent organizational skills ;
  • Strong communication end-user support skills, end-user/peer relationship skills and teamwork;
  • Strong ability to learn and support the many different corporate applications and various helpdesk/account administration activities;
  • Strong project administration skills required to work across IT groups bringing innovation, creativity and process management;
  • Strong knowledge of maintaining corporate documentation and procedures following group standards and policies. Adapts to changes within the organization ;
  • Good problem solving abilities. Acts independently to determine methods and procedures on new assignments. Understands implications of work and makes recommendations for solutions;
  • Strong written and verbal communication skills.

Please include your résumé: (preferably in Word format)

Skills Required

  • Education level: None
  • Work experience (years): None


Salary: N/D