Service Desk Technician L2
On-site · Ottawa, Ontario, Canada
Job Summary
Provide first- and second-level IT end-user support to both office-based and remote users for Thales’ IT environment in Ottawa. Responsibilities include troubleshooting hardware and software issues, logging and tracking incidents in ServiceNow, maintaining documentation and knowledge bases, and collaborating with IT teams to resolve complex problems. Requires bilingual English/French communication, ability to travel to other site locations, and familiarity with Windows environments, VPNs, DNS, TCP/IP, and ITIL practices. The role emphasizes customer-focused service with proactive problem solving and knowledge sharing to ensure stable and performant end-user computing experiences.
Required Qualifications
- Bachelor’s Degree in Information Technology or equivalent
- 1 to 4+ years of relevant experience in service desk/IT support
- Proficiency in English and French
- Experience with ServiceNow or similar ticketing systems
- Knowledge of Windows (Win10/11) and Microsoft Office
- Understanding of IT enterprise infrastructure (networks, telephony, storage)
- Ability to travel to office/data center locations for on-site support
- Strong customer service and communication skills
- Ability to document solutions and train staff
- Experience with DNS, TCP/IP, VPN, remote access tools
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