Technicien.ne, support informatique

Provide Level 1 and 2 technical support via phone, Microsoft Teams, email, remote tools, and in-person for employees across Canada, the U.S., and Europe. Handle incidents and service requests, keeping users informed until full resolution. Diagnose and resolve issues with Windows 11, Microsoft 365, Outlook, Teams, mobile devices, peripherals, printing, connectivity, access, and enterprise applications. Document interventions in the ticketing system, track assigned tickets, and adhere to priorities, SLAs, and escalation procedures. Prepare, configure, deploy, replace, and recover computers, monitors, phones, and other IT equipment. Assist with employee onboarding and offboarding by preparing hardware and access, then maintain accurate IT asset inventories. Create and update procedures, knowledge base articles, and user guides. Identify recurring incidents and propose improvements to tools, processes, and documentation. Participate in IT projects involving technical tasks for equipment or application preparation and deployment. Work a hybrid schedule with occasional off-hours on-call rotation.