Level 2 IT Specialist

COMPANY VALUES: We succeed when our clients succeed + THE best at what we do + Passion drives our determination + Better every day + Cybersecurity in everything + Stronger together

With over 20 years of experience, S3 Technologies is proud to be a recognized leader in managed IT services in Montreal and one of the largest independent managed IT service providers in Canada. We serve a bilingual SMB clientele across various industries and are proud to be an employer of choice with a team of over 100 employees. S3’s sustained growth is driven first and foremost by referrals from satisfied clients.

What sets us apart is our commitment to prioritizing business outcomes over technology. While we’re passionate about IT, our true motivation comes from clients telling us that our work had a concrete and positive impact on their business.

Our ambition is clear: to become the leading managed and co-managed IT services provider for SMBs in Quebec, and to contribute to their success by making them more secure, productive, and future-ready. In our primarily remote work environment, you’ll have the opportunity to challenge yourself daily alongside colleagues who share your passion and are determined to be the best. If you want to join a team where continuous improvement is a core value and where clients are at the center of everything we do, we want to meet you!

The Role

S3 Technologies is currently offering an exciting career opportunity for a Level 2 IT Specialist. The ideal candidate will use their technical expertise to handle the most complex tickets within the service desk. You’ll be a go-to resource for assisting and guiding Level 1 IT Specialists and handling their escalations. You’ll also ensure that documentation for each client is accurate, up to date, and clear.

Main Job Responsibilities

• Understand and analyze client requests to identify priority and impact

• Recognize and follow escalation procedures when necessary

• Remotely support, install, configure, and troubleshoot a wide range of office applications, computers, peripherals, and mobile devices

• Provide clients with updates on the progress of their support requests

• Document actions taken and keep internal systems up to date

• Participate in the on-call rotation

Skills and Experience Requirements

• DEP, AEC, DEC in a relevant field, or equivalent experience

• Minimum of 2 years of relevant IT experience

• Fluency in French, both spoken and written

• Experience and strong skills/knowledge in configuring, managing, installing, and troubleshooting:

  • Users and laptops

  • Windows 11 tools

  • Active Directory

  • Office 365

  • VPN

  • Various applications and peripherals (printers, keyboards, mice, monitors, etc.)

• Experience in customer service, call centers, and/or working with a ticketing system

• Excellent communication and customer service skills

• Thrives in a fast-paced, high-pressure environment

• Strong analytical thinking and critical judgment

• Team player with a collaborative mindset

• Able to manage priorities and high-pressure situations autonomously and creatively

• Skilled at handling multiple tasks and responsibilities with precision and attention to detail

• Curious, eager to learn and highly adaptable

• Passionate about information technology

• Proactive, self-starter and a natural leader

Assets

• Bilingualism (French/English)

• Proficiency in Spanish

• Experience in training or mentoring

• Knowledge of tools such as ConnectWise, SharePoint, OneDrive, InTune, AutoCAD, TaxPrep, Mac OS, Caseware, etc.

• Relevant certifications (e.g., CCNA, AZ-104, Fortigate NSE, CompTIA Security+ or Network+)

• Ability and willingness to occasionally travel onsite