Information Technology Support Officer

About the role

Join our Level 2 Application Support team to provide daily remote assistance to internal customers, resolve software incidents, and collaborate with senior technical staff.

Key responsibilities

• Solve technical problems by centralising, analysing and documenting issues.
• Provide daily remote support to internal customers and diagnose software/application incidents according to SLA.
• Prioritise, schedule and, when required, escalate issues to the appropriate technician.
• Produce and maintain procedures and documentation.
• Maintain up‑to‑date knowledge of security and networking best practices.

Required profile

• 3‑5 years of experience in an operational IT team at Level 2.
• Strong understanding of ITIL Service Operation concepts (Service Desk, Incident, Problem and Knowledge Management).
• Excellent analytical skills, attention to detail and stress resilience.
• Fluent English; French is an asset.

Required skills

• Proficient in Microsoft Windows Server, Windows desktop administration and PowerShell scripting.
• Experience with Active Directory and NTFS permissions management.
• Familiarity with ticketing systems and MS Office.
• Knowledge of System Center Configuration Manager (SCCM), VMWare (VDI) and cloud services such as Exchange Online and Office 365.