IT Support Technician/Technicien de soutien informatique

IT Support Technician/Technicien de soutien informatique

About the Role

Location Canada Quebec Trois-Rivieres Remote vs. Office Office/Site only Company Siemens Energy Transformers Canada Inc. Organization SE CFO Business Unit Grid Technologies Full / Part time Full-time Experience Level Mid-level Professional

A Snapshot of Your Day

Every day is about keeping technology invisible so people can focus on their work. It starts with checking requests like password resets, connectivity issues, software glitches—and prioritizing what matters most. From troubleshooting and remote sessions to deploying updates and ensuring backups, the role blends problem-solving with planning.

It’s fast-paced, collaborative, and rewarding you’re the bridge between people and technology, making sure everything runs smoothly behind the scenes.

How You’ll Make an Impact

• Technical Support
• Provide first- and second-line support for desktops, laptops, mobile devices, printers, and other IT equipment.
• Troubleshoot and resolve issues related to operating systems, business applications, hardware and network connectivity.
• Support remote users via phone, email, and remote access tools.
• Service Management
• Log, track, and resolve incidents, problems and service requests using the organization’s ITSM platform.
• Escalate unresolved issues to appropriate teams or vendors, following defined escalation procedures.
• Ensure timely resolution of tickets in accordance with SLAs.
• Collaboration & Communication
• Work closely with global and local IT teams to ensure consistent support coverage.
• Communicate technical information clearly to non-technical users.
• Participate in local and global IT meetings and contribute to knowledge sharing.
• System Maintenance
• Assist with software installations, updates, and patch management.
• Support onboarding and offboarding processes, including account setup and hardware provisioning.
• Maintain accurate inventory of IT assets and update documentation regularly.
• Continuous Improvement
• Identify recurring issues and suggest improvements to reduce incidents.
• Contribute to the development of support documentation and user guides.
• Stay updated on new technologies and best practices in IT support.

What You Bring

• Degree in Information Technology, Computer Science, or a related field, with 2–4 years of IT support or helpdesk experience.
• Proficient in Windows, macOS, Microsoft 365, and enterprise applications.
• Familiar with ITSM tools like ServiceNow and Jira Service Desk.
• Strong troubleshooting, communication, and customer service skills.
• Basic knowledge of VBA programming to support local applications.
• This position is in a French-speaking environment but requires fluency in English to comprehend documentation and technical terms from international sources, and to communicate with customers, suppliers, or international colleagues.