Technical Support Specialist, IT Support, Helpdesk

Job Description

Company DescriptionOur mission, your future

As a global network of trusted advisors, we create cutting-edge technological solutions to overcome today's challenges and anticipate tomorrow's needs. It all starts with the collaboration of a diverse team of passionate innovators, each driven to make a difference. Together, we challenge the status quo and push each other to new heights.

Ready to make a significant impact on mission-critical mandates and shape the future through digital transformation and strategic consulting Take your ambitions to the next level and discover your next exciting challenge with us

Your role, your impact

As a Technical Support Specialist, IT Support, Helpdesk, you'll be the first point of contact for end users, providing timely assistance and ensuring smooth operation of technology tools. You'll deliver level 1 support, troubleshoot issues, and escalate where needed, while educating users and enforcing IT policies. This role gives you the opportunity to make a direct impact on end-user productivity, support mission-critical operations, and contribute to continuous improvement in a global support environment.

You'll collaborate with cross-functional teams, apply ITIL-based practices, and work across a range of systems and tools, including Windows, Mac, Office 365, M365, Intune, and networking technologies.

Your day-to-day

- Provide level 1 end-user and computer support (calls, tickets, emails);
- Troubleshoot issues, provide solutions, and escalate when necessary;
- Follow up with end users to ensure resolution of issues;
- Educate users about supported technologies and IT policies;
- Enforce IT security standards and comply with security guidelines;
- Create and maintain knowledgebase articles for end-user reference;
- Support end-user activities on IT projects when required;
- Document interactions and update internal knowledge resources.

Keys to your success

- IT hardware management and troubleshooting experience;
- Strong troubleshooting abilities across Windows, Mac, Office 365, M365, Intune, and basic networking;
- Familiarity with ITIL processes (Incident, Problem, Change) and ticketing tools (ServiceNow, Jira, etc.);
- Understanding of networking, IT infrastructure, and cybersecurity;
- Client-focused mindset with a professional and adaptable approach;
- Process-oriented mindset with a drive to identify and implement improvements;
- Ability to follow detailed instructions with consistency and accuracy;
- Ability to work independently, demonstrating autonomy and resourcefulness;
- Proficiency in English with excellent verbal and written communication skills.

Extra edge

- Certifications such as A+, ITIL or HDI;
- Experience in tier 2 support or process improvement projects;
- Exposure to global support environments or multiple systems/technologies.

Language Skills

- English: Advanced

Our authenticity is our strength

The diversity of our backgrounds, experiences, thoughts and insights is our competitive advantage. We foster a collaborative environment rooted in our core values of respect, well-being, passion, trust, integrity and creativity. For us, diversity, equity and inclusion aren't just buzzwords; they're essential drivers of innovation and excellence, and powerful catalysts for inspiration and evolutionary ideas. The empowerment of our people is fundamental to being the trusted advisor to our clients. Join us in embracing our authenticity and in leveraging our unique perspectives to collectively build the future we all envision.

An inclusive path to success

Fostering an environment where you can thrive starts with ensuring an accessible recruitment process. If you require any accommodations, we welcome you to contact us. For more information, please visit our accessibility page at https://www.alithya.com/en/accessibility .