Technical Customer Support Specialist – Level 2
$62,000–$62,000 year
Hybrid · Montréal, Quebec, Canada
Job Summary
Technical Customer Support Specialist – Level 2 responsible for Level 2 escalation for infrastructure, networking, and security-related incidents across client environments. Own tickets end-to-end—from investigation to resolution and customer communication—delivering a high-quality client experience by translating complex technical issues into clear updates. Work with networking and security infrastructure (LAN/WAN, Wi‐Fi, VPN, firewalls, MFA, conditional access) and support on-premise and cloud environments (Microsoft 365, Azure, virtualization, backup, storage). Participate in onboarding/offboarding, maintain SLAs, contribute to documentation and runbooks, and collaborate with Level 1 technicians, senior engineers, and project teams. Hybrid work arrangement in Montréal, QC, with a schedule Monday–Friday, 8:30 a.m.–5 p.m.
Required Qualifications
- Diploma or degree in Information Technology, Computer Science, or related field
- Industry certifications (Microsoft, networking, security, virtualization)
- 3+ years of experience in a technical support or MSP environment
- Strong hands-on experience with Networking fundamentals (LAN/WAN, Wi-Fi, VPN)
- Firewalls and network security concepts
- Windows Server and Active Directory
- Microsoft 365 administration
- Storage, Backup and Virtualization platforms
- Experience supporting hybrid environments (on-prem + cloud)
- Proven ability to troubleshoot complex infrastructure and security-related issues
- Strong written and verbal communication skills
- Ability to manage multiple priorities and work independently
Apply with one swipe on Sorce. We auto-fill applications and apply on your behalf — no cover letters, no 40-minute forms.
Hiring someone like this?
Get your role in front of qualified candidates on Sorce.