Spécialiste du soutien technique à la clientèle – Niveau 2
Core
Level 2 Technical Support Specialist acting as an escalation point for complex networking, security, and cloud infrastructure issues, bridging first-line support and senior engineering.
Role type
Senior IC Technical Support Specialist (Managed Services)
Builds
Secure client environments, network infrastructure, and cloud/hybrid solutions
Domain
IT Managed Services / Network & Security Operations
Deliverable
client delivery
Required skills
Network fundamentals (LAN/WAN, Wi-Fi, VPN), Firewall and network security concepts, Windows Server and Active Directory, Microsoft 365 administration, Storage and backup platforms, Virtualization platforms, Hybrid environment support (on-prem + cloud), Complex troubleshooting, Bilingual communication (French/English)
Preferred skills
Azure services (network, identity, security), Endpoint protection and email security tools, SIEM, ITIL training, Scripting/Automation (PowerShell)
Technologies
Microsoft 365, Azure, Veeam, Windows Server, Active Directory, LAN/WAN, Wi-Fi, VPN, Firewalls
Responsibilities
Escalate and resolve Level 2 incidents related to infrastructure, network, and security; Manage tickets from analysis to resolution and client communication; Troubleshoot and support LAN/WAN, Wi-Fi, and VPN connections; Configure and administer firewalls and security devices; Support on-premises and virtualized server/storage environments; Administer Microsoft 365 and Azure workloads; Mentor junior team members; Participate in rotating shift schedules (evenings and weekends)
Seniority
Mid-level, hands-on IC
