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26 Apr
2025
Full-Time Senior IT Technician
Job Description
Are you passionate about technical support, but also enjoy thinking about how to improve processes and enhance the user experience? We’re looking for a Senior IT Technician to join our team. This role combines day-to-day IT support with active contributions to the continuous improvement of our IT services.
As an experienced professional, you will also act as a technical leader and point of reference for the team. You will play a key role in gathering requirements from stakeholders, documenting processes, and helping train team members to strengthen their skills in needs analysis and client relations.
Key Responsibilities
1. IT Support
- Provide advanced technical support to end users.
- Troubleshoot incidents related to workstations, software, collaborative tools, peripherals, and network access.
- Assist in the training of end users on IT tools.
- Track and manage requests in the ticketing system and ensure timely resolution.
- Act as an escalation point for junior and intermediate technicians.
2. Continuous Improvement & Technical Leadership
- Be a positive leader within the team: share knowledge, support colleagues, and foster collaboration across the IT services team.
- Gather functional and technical requirements from various internal teams.
- Work with project teams to improve the scope and effectiveness of IT support.
- Clearly document processes, technical solutions, and service best practices.
- Contribute to the definition and improvement of business processes related to IT services.
Desired Profile
- College diploma (DEC) in computer science or related field.
- At least 5 years’ experience in IT support, including significant experience in process improvement or technical coordination.
- Excellent communication and listening skills to interact with different levels of the organization.
- Demonstrated experience in requirements analysis and functional/technical documentation.
- Proficiency in Atlassian suite tools (incident management, requests, changes, documentation).
- Knowledge of ITIL best practices.
- Ability to express oneself effectively in French and English, both orally and in writing, in order to use the systems and tools and to carry out various tasks.
Offered Benefits
- Telemedicine service and employee and family assistance program.
- Group insurance and RRSP plan with employer contribution.
- Discount on purchases at Simons.
- Training room complete with locker rooms, group classes and kinesiology service.
- Cafeteria service offering a varied, affordable menu.
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