IT Help Desk – Second Line Support

About the role

We are looking for an IT Help Desk professional to provide second‑line support for unified communications, video conferencing and network connectivity. You will be responsible for handling escalated incidents, ensuring they are resolved efficiently and documented accurately.

Key responsibilities

• Provide second‑line support for unified communications, video conferencing and network connectivity.
• Analyze, troubleshoot and resolve escalated incidents related to Windows systems, applications and networks.
• Manage and track incidents and service requests using a ticketing system.
• Take ownership of incidents from escalation through to resolution and closure.
• Collaborate with Level 1 support, internal technical teams and external vendors to resolve complex issues.
• Maintain accurate documentation of incidents, root causes and resolutions.
• Advise users and Level 1 teams on best practices and standard procedures.
• Identify recurring issues and recommend improvements to enhance service delivery.

Required profile

• Minimum 1 year of support experience.
• Customer‑focused mindset with strong analytical and problem‑solving abilities.
• Ability to work independently while following structured processes.
• Comfortable working in a multicultural, institutional environment.
• Fluency in French and English, both written and spoken.

Required skills

• Windows operating system troubleshooting.
• Unified communications and video‑conferencing support.
• Network connectivity troubleshooting.
• Experience with ServiceNow or another major ticketing system.