IT Support Specialist – First & Second Line Support

About the role

We are seeking an IT Support Specialist to deliver first‑ and second‑line technical assistance in a fast‑paced, customer‑focused environment. The role involves resolving incidents, supporting end users—including VIPs—and maintaining Windows workstations.

Key responsibilities

• Provide first‑ and second‑line support via remote assistance and on‑site interventions.
• Act as Service Desk Agent, Incident Analyst and Problem Analyst to ensure timely resolution.
• Diagnose, troubleshoot and resolve technical issues, aiming for high first‑call resolution.
• Deliver dedicated support for VIP users.
• Install, configure, reconfigure and maintain Windows 10/11 workstations and user environments.
• Test, deploy and administer business applications.
• Create and maintain technical documentation, procedures and knowledge‑base articles.
• Collaborate with system and database administrators on infrastructure tasks when required.

Required profile

• Previous professional experience in an IT Support or Service Desk environment.
• Professional proficiency in English and French.
• Strong communication and interpersonal skills with a customer‑service mindset.
• Organised, proactive and able to work effectively in a team.

Required skills

• Windows 10/11
• Microsoft Office
• Active Directory
• Microsoft Teams
• Cisco Webex
• Zoom