REPRESENTATIVE, IT TECHNICAL SUPPORT

Position Summary: 

Representative IT Technical Support provides technical support to users across multiple office locations in Canada as a part of a large-scale global organization following the HQ policies. The role involves handling both frontline and more advanced technical tasks ensuring reliable IT  service delivery in a dynamic and high-volume environment. The ideal candidate will demonstrate strong troubleshooting ability excelent communication skills and a proactive approach to issue resolution and documentation.

Level of Responsibility

Enhanced task complexity and accountability to customer. Enhanced autonomy in role contributing significantly to team/organizational projects. Accountable for accuracy and efficiency in assigned tasks. Starting to mentor junior staff.

Qualifications :

Key Tasks

• Provide end-user support for hardware software and phones in person via phone email and ticketing system.
• Troubleshoot Level 1 and 2 issues involving Windows iOS devices and Multi-Function Xerox Printers.
• Install and configure operating systems standard applications and updates.
• Create and manage user accounts Security Groups DLs Mailboxes and Passwords in MIM.
• Inventory management and device lifecycle management (provisioning deployment reimaging decommissioning)
• Escalate unresolved technical problems to Senior IT staff.
• Assist with Onboarding and offboarding employees (desk/device setup access etc.)
• Follow IT policies and procedures to ensure consistence service delivery and SLA adherence.
• Collaborate with global IT teams and HQ.
• Document issues resolutions and common solutions in the helpdesk system.
• Contribute to continuous improvement by identifying recurring issues and proposing long-term solutions.

Technical skills:

• Proficient in supporting Windows 11 and iOS (iPhone) in enterprise environments.
• Experience with Microsoft 365 (Outlook Teams OneDrive SharePoint) troubleshooting.
• Experience with user account and access management in Active Directory and Microsoft 365
• Intermediate knowledge of networking concepts (IP DNS DHCP VPN)
• Experience working and management of Azure environments
• Create manage and tuning of Azure virtual machines applications and resources
• Experience with FTP protocol and scripting with PowerShell Python etc.
• Basic understanding of Database structure and SQL server maintenance
• Experience with Ticketing systems (e.g. ServiceNow).
• Understanding IT security fundamentals (Phishing awareness Safe browsing password hygiene MFA)
• Knowledge of device endpoint management tools such as Intune (preferred)
• Knowledge of conference room equipment video equipment ( Barco Logitech etc)

Note: As a part of the in-person interview process a brief technical assessment may be conducted to evaluate the candidates practical skills and suitability for this role.

Soft Skills:

• Strong problem-solving skills and attention to detail
• Ability to multitask and prioritize effectively in a high-volume fast paced support environment
• Strong Sense of accountability and ownership of issues
• Team player with a proactive mindset and willingness to share knowledge
• Fully Bilingual (French/English) as support will be provided to both Quebec and Ontario/British Columbia based employees

Experience:

• 3 Years of IT Support experience in a corporate environment ideally withing a large or global company
• Hands-on experience supporting users across multiple locations.

Additional Information :

MSC Canadas Commitment to a fair talent acquisition process:

AI Disclosure

At MSC Canada we are committed to transparency and fairness in our recruitment process. We do not use any artificial intelligence in our talent acquisition efforts.

Vacancy Clarity

                              Existing Vacancy: This position is for an established role that is currently open.

Timely Communication

MSC Canada ensures timely updates for candidates. All individuals selected for an in-person interview will be notified within 45 days of their initial discussion with us.

Great people who work hard and look out for each other because were a teamits that simple!

Just to name a few of our perks: 

• Flexible health and dental benefits coverage (for all permanent full-time roles).
• RRSP coverage with the Company matching a portion of employee contribution (for all permanent full-time roles).
• Tailored training program opportunities for employee development.
• Employee mentorship leadership and assistance opportunities.
• Employee referral incentive program.
• Community Involvement.
• Gym facility.
• Health & Wellness Program.

Hurry and apply now!

MSC Canada is an equal opportunity employer and we welcome and encourage applications from all interested parties. Accommodations are available upon request for those with a disability or medical need during any stage of the recruitment process. We thank all candidates for their interest in MSC Canada however only those candidates selected for an interview will be contacted.

Remote Work :

No

Employment Type :

Full-time