Senior Help Desk IT Technician
Job Description
- Prior leadership experience is a plus and will be taken into consideration during the hiring process.
- CompTIA A+, Microsoft MDAA certifications and Microsoft Intune are highly desirable
- Provide responsive technical support to end-users via Microsoft Teams, email, and in-person interactions.
- Troubleshoot and resolve hardware, software, and network-related issues across Windows and macOS environments.
- Install, configure, and maintain desktops, laptops, peripherals, and essential applications.
- Assist with the deployment and setup of new equipment for onboarding and project needs.
- Document support activities and resolutions accurately within the ticketing system.
- Deliver user training and guidance on IT tools, systems, and best practices.
- Collaborate with cross-functional IT teams to resolve complex technical challenges.
- Ensure timely follow-up and resolution of all support requests to maintain high user satisfaction.
- Act as a key support to the HelpDesk Support team lead, help manage day-to-day operations and mentoring other team members.
- Adhere to and enforce global IT security policies and procedures.
- Exceptionally be available for after-hours support during emergencies or scheduled maintenance.
- College diploma in Computer Technology or a related field or 8 to10 years of hands-on experience in a Helpdesk or IT Support role, preferably in a Windows-based enterprise environment.
- Proficiency in Windows and macOS operating systems, with strong troubleshooting skills.
- Excellent communication and interpersonal skills, with a customer-first mindset.
- Ability to work independently and collaboratively in a fast-paced, creative environment.
- Bilingual proficiency in English and French (spoken and written) is required.
Are you ready to dive into the world of cutting-edge video game development? Headquartered in Montreal, is at the forefront of the gaming industry, crafting unforgettable experiences across PC, console, and mobile platforms. We’re a dynamic, independent studio of over 1200 passionate employees, with studios in Toronto, Rotterdam and in the UK. Our day to day revolves around two core business focuses: Services and Original Games. Our Services team collaborates with gaming and entertainment giants like Disney, Sony, Activision, and Nintendo, delivering exceptional work-for-hire development and pioneering immersive location-based entertainment (LBE). Meanwhile, our Original Games unit pushes our creative limits, with our signature IPs, including the iconic Dead by Daylight. Join us and be a part of the future of interactive entertainment!
We believe in giving everyone a fair shot. We embrace a diverse and creative environment where everyone is celebrated. We value folks of all ages, sex, ethnicity, colour, ethnic or national origin, religion, sexual orientation, gender identity, civil status, disability, or any other protected characteristics as per applicable law.
Join our dynamic and fast-paced company, where innovation and creativity drive everything we do. We’re looking for a skilled and customer-focused Senior Service Desk Technician to support our internal teams by ensuring seamless technical operations. This role is critical in maintaining the performance and reliability of our infrastructure, enabling our developers, and designers to focus on creating world-class gaming experiences. This is a full onsite position.
In this role you will :
- Provide responsive technical support to end-users via Microsoft Teams, email, and in-person interactions.
- Troubleshoot and resolve hardware, software, and network-related issues across Windows and macOS environments.
- Install, configure, and maintain desktops, laptops, peripherals, and essential applications.
- Assist with the deployment and setup of new equipment for onboarding and project needs.
- Document support activities and resolutions accurately within the ticketing system.
- Deliver user training and guidance on IT tools, systems, and best practices.
- Collaborate with cross-functional IT teams to resolve complex technical challenges.
- Ensure timely follow-up and resolution of all support requests to maintain high user satisfaction.
- Act as a key support to the HelpDesk Support team lead, help manage day-to-day operations and mentoring other team members.
- Adhere to and enforce global IT security policies and procedures.
- Exceptionally be available for after-hours support during emergencies or scheduled maintenance.
What we are looking for :
- College diploma in Computer Technology or a related field or 8 to10 years of hands-on experience in a Helpdesk or IT Support role, preferably in a Windows-based enterprise environment.
- Proficiency in Windows and macOS operating systems, with strong troubleshooting skills.
- Excellent communication and interpersonal skills, with a customer-first mindset.
- Ability to work independently and collaboratively in a fast-paced, creative environment.
- Prior leadership experience is a plus and will be taken into consideration during the hiring process.
- CompTIA A+, Microsoft MDAA certifications and Microsoft Intune are highly desirable
- Bilingual proficiency in English and French (spoken and written) is required.
