Level 3 Support Technician

LEVEL 3 SUPPORT TECHNICIAN

At Mon Technicien, we have been helping Quebec SMEs grow for over 25 years, supported by a team of more than 60 passionate IT professionals. Our strength lies in a strong team culture, authentic collaboration, and a people-centered, flexible, and stimulating work environment where ideas are valued 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 make a meaningful contribution 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 economyYOUR CHALLENGES

Do you want to play a key role in service quality, help resolve complex situations, and support the team in a dynamic MSP environment? Do you enjoy in-depth analysis, building sustainable solutions, and sharing your expertise? Here’s what awaits you:

As a Level 3 Support Technician, you will act as a technical escalation point and a key support pillar for Level 1 and Level 2 teams. Your role will focus on guiding the team through complex incident resolution, stabilizing client environments, and actively contributing to the continuous improvement of support practices.

What you can expect:
• Take ownership of tickets escalated by Level 1 and Level 2 technicians
• Collaborate with colleagues to analyze and resolve complex technical incidents
• Address advanced issues involving Windows environments, Microsoft 365, networks, and infrastructure
• Support the team through knowledge sharing, guidance, and technical mentorship
• Identify root causes of incidents and recommend sustainable solutions
• Document solutions, procedures, and best practices to enhance the knowledge base
• Contribute to the continuous improvement of support processes, tools, and standards
• Collaborate with project teams when required to ensure a smooth transition between support and projects
• Assist in managing and resolving critical incidents when necessary

YOUR PROFILE

• Minimum of 3 years of experience in Level 3 support and managing escalated tickets
• Excellent diagnostic and complex problem-solving skills
• Strong command of Windows environments (workstations and servers)
• Solid Microsoft 365 expertise (Exchange Online, Teams, SharePoint, Entra ID/Azure AD)
• Networking knowledge (DNS, DHCP, VLAN, VPN – advanced support level)
• Experience in multi-client environments
• Excellent technical documentation and procedure-writing skills
• Analytical, structured, and self-directed mindset
• Client-focused with a strong commitment to service quality
• Bilingual (French and English)