Senior IT Help Desk Specialist - Level 2 - Belron Canada

Automotive glass technology is helping transform how we experience the road. At Belron Canada, the home office of Speedy Glass, Lebeau vitres d’auto and Vanfax we take this seriously, which is why we invest tirelessly on developing our people can realize their full potential.

We welcome applications from everyone, and are firmly committed to diversity, equity and inclusion in the workplace, and take pride in ensuring every member of our team feels empowered.

Responsibilities:
Responsible for providing high-quality, prompt, courteous, and efficient Level 2 technical support in order to maintain a high level of user satisfaction while meeting established SLOs.

Main tasks:

• Take ownership of all incidents and requests escalated by the Help Desk team and/or other channels requiring support from the Infrastructure & End-User Support Team, ensuring resolution in accordance with SLOs.

• Ensure accurate chargebacks when processing new requests, repairs, and equipment movements, following established procedures for asset check-in and check-out.

• Closely monitor and follow up on tickets (requests and incidents) throughout their lifecycle; provide timely updates and maintain ticket documentation in line with service standards.

• Validate the proper functioning of AV/VC (audio/video conferencing) services in meeting rooms as part of a monthly rotation.

• Proactively handle security-related tickets with urgency and participate in the management of security tools and services on a monthly rotation basis.

• Assist in identity and access management (IAM): create, modify, and deactivate IT user accounts and access rights as per business needs and IT standards.

• Collaborate and participate in incident and service request escalations in close coordination with the management team.

• Document, analyze, and continuously improve procedures, problems, and solutions; write end-to-end technical procedures to assist clients and support teams.

• Manage IT assets for employee onboarding, transfers, promotions, and offboarding, as well as MACD activities for field locations (distribution centers and warehouses) in alignment with HR and Facilities governance.

• Support IT asset management activities, including recycling, organization, and proper storage of equipment; help modernize and maintain the workspace and lab areas.

Job requirements:

• On-site presence required (3 days per week).

• Experience in Level 2 IT support within a small or medium-sized Canadian company.

• Strong technical skills, excellent prioritization, resourcefulness, and outstanding customer service and communication abilities.

• Bilingual (French/English) – spoken and written.

• Proficiency with the following technologies: Microsoft Intune, ServiceNow, Active Directory (AD), Windows 11, MS AutoPilot.

We believe that genuine care can make a real difference in the customer experience, and it begins with making a difference in the careers of our team members.

Belron Canada is an integral part of the Belron International family, a global leader in auto glass repair and replacement, and forward-facing digital camera calibration. Belron Canada alone operates 325+ service centres, 2 distribution centres and 26 warehouses across 10 provinces, and is home to over 1,200 employees.

Our pursuit of excellence commits us to providing sustainable world-class care for our communities and the climate.