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

• 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.
• 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.