Level 2 Support technician

LEVEL 2 SUPPORT TECHNICIAN

At My Technician, we have been helping Quebec SMEs grow for over 25 years, supported by a team of more than 60 passionate IT professionals. Our strength? A strong team culture, authentic collaboration, and a human, flexible, and stimulating work environment where ideas matter and enjoyment is part of everyday life.

As we continue to grow, we are expanding our team and looking for talented individuals who want to get involved and contribute meaningfully to the success of a well-established, forward-thinking local company.

WHAT WE OFFER

Benefits that truly make a difference

• Comprehensive group insurance: life, disability, medication, dental
• Telemedicine
• RRSP with employer contribution
• Flexible schedule for better work-life balance
• Flexible compensation: tailor your salary and vacation
• À la carte services: restaurants, fitness activities, getaways
• Discretionary days off in addition to vacation

An engaging environment

• Modern offices with relaxation areas (darts, foosball, board games)
• Snack bar: coffee, apples, popcorn, slush
• On-site showers for athletes
• Memorable social activities
• Summer schedule: Fridays ending at 12 p.m.
• Well-being follow-up with Officevibe

Exclusive MT perks

• Access to a private island with cottage
• Access to a luxury condo in downtown Montreal
• “Parents en cavale”: free babysitting service 1 evening/month
• Partage Club promoting collaborative economy

YOUR CHALLENGES

• Do you want to deepen your technical skills, resolve a variety of situations, and play a key role in delivering high-quality service to clients? Do you enjoy going beyond the initial diagnosis, analyzing issues thoroughly, and collaborating closely with your team? Here’s what awaits you:
• As a Level 2 Support Technician, you will handle incidents requiring more in-depth analysis and actively contribute to resolving client requests. You will work closely with Level 1 and Level 3 technicians to ensure efficient, consistent, and solution-oriented support within a multi-client MSP environment.

YOUR RESPONSIBILITIES

• Manage Level 2 support tickets in accordance with established processes
  • Analyze and resolve intermediate to advanced technical incidents
  • Address issues related to Windows environments, Microsoft 365, and networking
  • Collaborate with Level 1 technicians to support their development and knowledge growth
  • Escalate more complex cases to Level 3 with clear analysis and thorough documentation
  • Document solutions, procedures, and best practices to enrich the knowledge base
  • Contribute to the continuous improvement of support processes and standards
  • Help ensure the stability and performance of client environments
  • Communicate clearly and professionally with clients and internal teams

YOUR PROFILE

 3 to 5 years of experience in IT support, ideally in an MSP or multi-client environment
• Strong command of Windows environments (workstations and servers)
• Practical knowledge of Microsoft 365 (Exchange Online, Teams, SharePoint, Entra ID/Azure AD)
• Networking knowledge (DNS, DHCP, VPN – intermediate level)
• Strong diagnostic and technical problem-solving skills
• Solid technical documentation and procedure-writing abilities
• Analytical, structured, and self-sufficient mindset
• Ability to manage multiple priorities in a dynamic environment
• Client-focused approach with a commitment to service quality