Job Description

Job Description

Job Title: Service Desk Technician (L2)

Job Type: Full-Time Hybrid

Location: Montreal, QC, Canada

Overview:

This isn't just another job. It's the start of a technical career.

You're working behind the scenes, solving problems before anyone notices.

You're on the first call when systems fail or threats break through.

You don't guess. You troubleshoot. You don't rush. You resolve.

At Genatec, we keep businesses running. That means high expectations— and constant learning.

If you're ready to show up, think clearly, and keep improving, this is where you start.

Let's build together, one resolved ticket at a time.

Key Responsibilities:

End-User Support

• Respond to helpdesk requests and incidents via phone, email, or ticketing system.
• Troubleshoot and resolve hardware, software, email, and network issues.
• Set up and configure desktops, laptops, mobile devices, and peripherals.
• Provide support for Microsoft 365, remote access, and backup tools.

Issue Management and Documentation

• Follow standard procedures for escalation and incident resolution.
• Log issues, troubleshooting steps, and resolutions in clear detail.
• Track ticket progress and ensure timely closure.
• Contribute to internal knowledge base and documentation.

Customer Experience

• Communicate with clients in a clear, patient, and helpful manner.
• Keep users informed and supported throughout the process.
• Collaborate with other technicians to resolve complex issues.
• Ensure client satisfaction with every interaction.

Learning and Growth

• Participate in regular training on tools, systems, and protocols.
• Stay up to date with evolving tech and security best practices.
• Work toward certifications and skill development goals.
• Receive mentorship from senior IT staff.

Qualifications

• 1–2 years of experience in IT support or a strong willingness to learn.
• Familiarity with Microsoft 365, Windows 10/11, and basic networking.
• Strong problem-solving and critical thinking skills.
• Ability to follow procedure while adapting to real-world conditions.
• Excellent communication in English and French.
• Calm under pressure, especially when working with non-technical users.

What we offer

• Competitive salary and benefits package.
• On-the-job training and growth opportunities.
• Access to industry certifications and mentorship.
• Flexible work hours and hybrid schedule.
• Free full-on-site GYM.
• Free parking.

If you're ready to develop real-world IT skills, solve meaningful problems, and be part of a gritty, team-driven culture— we want to meet you.

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