Service Desk Technician - Levell II

Having recognized the advantages of remote work, such as improved employee morale, increased productivity, and positive impacts on both employee wellbeing and the environment, we are proud to be a digital-first company. Our digital-first work environment, combined with our conveniently located offices and collaborative workspaces, provides our team with the freedom and flexibility to work in the most productive way for them.

About us

Tecsys is a fast-growing innovator offering supply chain solutions to industry leading healthcare systems, hospitals, and pharmacy businesses to distributors, retailers, and 3PLs. We work with industry leaders to transform their supply chains through technology. If you thrive on tackling interesting challenges with continuous learning opportunities, then Tecsys could be a good fit for you!

We are seeking a Level II IT Service Desk Technician to ensure the optimal operation of computer systems, enabling end users to effectively complete their business tasks. This position entails actively resolving escalated service desk requests in accordance with established Service Level Agreements (SLAs). Problem resolution may involve the use of diagnostic tools and service desk request tracking systems, as well as providing in-person, hands-on assistance at the desktop level. The technician will also participate in project-based assignments within the department.

We are seeking a dedicated professional to join our team in a role that encompasses both strategy and operational management. This position will focus on evaluating and preventing recurring issues, providing support, and enhancing our service desk operations.

Responsibilities

Strategy and Planning

• Analyze documented resolutions and trends to identify preventive measures for recurring issues.
• Inform management of emerging incident trends.
• Conduct timely software asset reconciliation and audits, including financial, licensing, warranty, and maintenance/support contract information.

Operational Management

• Provide Level I support during high request volumes.
• Serve as an escalation point for complex service requests.
• Build strong relationships with service desk customers.
• Accurately document and escalate incidents to the appropriate team or vendor when necessary.
• Track and document the incident resolution process, noting all decisions and actions taken until resolution is achieved.
• Utilize remote tools and diagnostic utilities to assist in troubleshooting.
• Research solutions using both internal and external knowledge bases as needed.
• Conduct post-resolution follow-ups with Level I Technicians as required.
• Develop knowledge articles and FAQs for end users.
• Contribute to the technical knowledge base and training as needed.
• Reinforce Service Level Agreements (SLAs) to manage end-user expectations.

Qualifications

Formal Education & Certification

• MCSE certification.
• AEC diploma or Bachelor’s degree in computer science.

Knowledge & Experience

• Minimum of 3 years of experience in administering Microsoft-based PC environments.
• Familiarity with Microsoft products, including the M365 suite and Azure cloud services.
• Proficiency in Microsoft Intune.
• Experience with ServiceNow ITSM tools.
• Familiarity with JAMF for Apple device management.
• Experience with remote support tools.
• Knowledge of Linux operating systems is a plus.
• Fluency in English and French.

• Motivated, creative, and well-organized.
• Strong proficiency in both written and verbal English communication essential for effective correspondence with clients, suppliers, business partners, and colleagues beyond the province of Quebec.

At Tecsys, we are committed to fostering a diverse and inclusive workplace where all employees feel valued, respected, and empowered. We believe that diversity drives innovation and strengthens our ability to deliver exceptional solutions. We welcome and encourage applicants from all backgrounds, experiences, and perspectives to join our team.

Tecsys is an equal opportunity employer. Accommodation is available for applicants selected for an interview.

NB: if you are applying to this position, you must be a Canadian Citizen or a Permanent Resident of Canada, OR, have a valid Canadian work permit.