Tier II Support Analyst - Montreal (onsite)

You are a customer centric, passionate and experienced Technical Support Analyst who is open to position which requires you to provide in person support.  

As Tier II Support Analyst you will play an important role in ensuring the smooth operation of IT systems. You will be responsible for providing advanced technical support and delivering an exceptional customer experience to resolve IT-related problems.

What you will do in a day

• Provide timely and effective Tier II technical support to end-users, resolving hardware and software issues
• Troubleshoot and diagnose complex IT problems, escalating issues to Tier 3 support when necessary
• Analyze and resolve escalated technical issues via phone, email, remote tools or in-person support
• Interact with clients professionally, demonstrating excellent communication and customer service skills
• Ensure a positive customer experience by promptly addressing concerns, providing clear solutions, and following up on each resolution
• Accurately document actions and solutions for future reference and knowledge sharing
• Stay current with emerging trends related to IT support, cloud computing, and cybersecurity
• Provide input for process improvement and contribute to the development of KB articles

Requirements:

• Bachelor’s Degree in Tech or related field
• Minimum of 3 years of experience in Tech Support 
• Experience with
• • Ticketing systems and IT service management (ITSM) tools
  • Proficient in troubleshooting Windows operating systems
  • Strong knowledge of M365
  • Knowledge of SaaS environments, networking, and cybersecurity protocols
• Certifications in ITIL, CompTIA A+ or others preferred
• Exceptional analytical and problem-solving skills and strong communication and interpersonal skills
• Ability to work independently and collaboratively in a team environment