Senior IT Support Specialist

Position Description :

The Onsite Support Agent is responsible for delivering high‑quality IT support to members of the Executive Committee as well as regular users located at the Montréal and Brossard offices. This hybrid role combines highly personalized executive support with advanced technical assistance for general users. The agent manages and configures devices, resolves complex incidents, ensures professional‑grade service, and provides technological support during internal and external events

Your future duties and responsibilities :

Responsibilities

• Provide personalized, responsive, and discreet assistance to executive leadership members.
• Manage executive devices, configurations, and digital environments with utmost confidentiality and quality.
• Deliver proactive support including preparation, optimization, and demonstrations of equipment.
• Assist during meetings, presentations, and internal or external events requiring technical support.
• Be available to work atypical hours and travel quickly when required.
• Take ownership of and resolve escalated tickets from Level 1, especially those requiring advanced expertise.
• Provide in‑person support through a kiosk‑style service model.
• Perform hands‑on interventions on workstations, peripherals, and mobile devices.
• Prepare, configure, and deploy a variety of hardware to users.
• Train users on Google Workspace, Apple devices, Microsoft , Windows, and collaborative tools.
• Log and follow up on service requests with external vendors (Dell, Apple, etc.).
• Identify recurring issues and escalate them to the team or supervisor.
• Travel occasionally to Sherbrooke, Valcourt, Shawinigan, and Saint‑Philippe as needed.
• Maintain flawless written and verbal communication.
• Demonstrate a positive attitude, adapt communication to the user's technical level, and uphold exemplary behavior.
• Present a polished, professional appearance that meets the highest standards of the IT Service Center.

Required qualifications to be successful in this role :

Qualifications and Skills

At least 3 years of IT support experience, including handling complex incidents.

Strong proficiency with Windows, Microsoft , Google Workspace, Teams, Outlook, and modern office technologies.

Full mastery of the Apple ecosystem (iPhone, MacBook, iPad…).

Outstanding customer service mindset focused on user experience and satisfaction.

Ability to support multiple client profiles : regular users, executives, and senior leadership.

Impeccable communication skills, including excellent writing and clarity.

Professional appearance, strong adaptability, and consistently high work standards.

Full proficiency in French and English, spoken and written.

CGI provides a reasonable estimate of the salary range for this position. This estimate is based on several factors, including skill level, geographic market, experience, education, and relevant professional licenses and certifications. Compensation decisions are made based on the specifics of each individual case. The estimated salary range for this role is between $60, and $,. This position is currently vacant.

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Skills :

English

French

Customer Service & Support

Incident Management