Technicien TI, IT

This is a fully remote position, open to applicants in Canada.

📋 Description

• Act as the primary contact for IT-related support inquiries.

• Deliver initial technical support to employees both onsite and remotely.

• Address, diagnose, and resolve incidents and service requests within defined SLAs.

• Elevate unresolved issues to Level 2 or Level 3 support teams when necessary.

• Aid users with hardware, software, mobile devices, peripherals, and collaboration tools.

• Set up, deploy, and provide support for laptops, desktops, and peripherals.

• Install and maintain operating systems, drivers, and approved software applications.

• Facilitate device enrollment and compliance procedures using Microsoft Intune and Autopilot.

• Execute hardware replacements and lifecycle management tasks.

• Create, modify, and deactivate user accounts as needed.

• Provide support for Microsoft 365, Active Directory, Entra ID, mailboxes, and shared resources.

• Assist with password resets, MFA enrollment, and access-related inquiries.

• Keep an accurate inventory of IT hardware and assets.

• Document processes, recurring incidents, and their solutions.

• Identify opportunities for automation and improvements in processes.

• Adhere to IT security policies and procedures, ensuring compliance with security standards for company devices.

• Report any security incidents or suspicious activities.

• Support compliance efforts related to regulated environments and company quality systems.

• Undertake other assigned duties as qualified or adequately trained.

⛳️ Requirements

• Diploma (DEC/AEC) in Computer Science, Information Technology, or a related field.

• A suitable combination of education and experience may be taken into account.

• 0–2 years of experience in a Help Desk, IT Support, or Technical Support position.

• Internship or co-op experience is advantageous.

• Familiarity with Windows 11 and Microsoft 365 administration.

• Basic understanding of Microsoft Entra ID (Azure AD), Active Directory, Microsoft Intune, Exchange Online, Teams, SharePoint Online, printer and peripheral support, as well as networking fundamentals (DNS, DHCP, VPN, TCP/IP).

• Strong customer service focus.

• Exceptional communication and interpersonal skills.

• Solid troubleshooting and analytical skills.

• Detail-oriented and well-organized.

• Capable of prioritizing multiple requests effectively.

• Self-driven and enthusiastic about learning.

• Bilingualism (French and English) is essential.

• Good understanding of clinical practices and relevant Health Canada and FDA regulations/guidelines is a plus.

• Must have legal authorization to work in Canada.

🏝️ Benefits

• Flexible work schedule.

• Permanent full-time position.

• Comprehensive company benefits package.

• Continuous learning and development opportunities.

• Complete benefits (medical care, dental care, vision care, RRSP, vacation, personal days, virtual medical clinic, public transport discounts, social activities).