IT User Support/ Responsable du soutien informatique aux utilisateurs

IT User Support/ Responsable du soutien informatique aux utilisateurs

About the Role

Job ID 302770 Location Canada Quebec Montreal Company Siemens Energy Canada Limited Organization Gas Services Business Unit Digital Services Full / Part time Full-time Experience Level Professional / Experienced

Job Title: IT User Support

A Snapshot of Your Day

This position is a replacement to ensure business continuity for IT support services within the North America Digital Manufacturing Operations team. The role is responsible for providing on-site deskside IT support for the Montreal location, serving both office and manufacturing environments. To meet these objectives, the role's responsibilities are structured into two core areas: End-User Support & Incident Management, which covers diagnosing and resolving hardware and software issues for employees, and IT Infrastructure Support & Project Execution, which includes maintaining local IT systems and contributing to IT projects. Given the focus on direct user interaction and system maintenance, the ideal candidate will possess practical experience in a deskside support role, demonstrating strong troubleshooting skills across common operating systems, software, and network hardware. A relevant degree or equivalent experience is expected for this experienced professional position.

How You’ll Make an Impact

• 70% End-User Support & Incident Management
• Provide day-to-day deskside technical support to employees for hardware (PCs, peripherals) and software (Operating Systems, Microsoft 365) issues in office and manufacturing areas.
• Diagnose and resolve technical problems through user discussion, remote tools, and hands-on intervention, ensuring timely and effective resolution.
• Log, track, and manage all user incidents and requests using an issue tracking system like ServiceNow, ensuring accurate documentation.
• Escalate complex issues to appropriate senior IT staff or vendor support teams when necessary, while maintaining ownership of user communication.
• 30% IT Infrastructure & Project Support
• Assist in the installation, configuration, and upgrading of PC components, software, and peripheral devices according to company standards.
• Perform routine maintenance and checks on local IT infrastructure, including network switches and servers, to ensure operational stability.
• Participate in local and regional IT projects, including system rollouts, hardware refreshes, and infrastructure improvements as directed.
• Contribute to the evaluation of new hardware and software, providing recommendations for upgrades to the IT environment.
• Technical Support & Troubleshooting
• Troubleshooting (Problem Solving)
• Analytical Skills
• Network Troubleshooting
• Operating Systems
• Microsoft 365
• IT Systems & Infrastructure
• IT Infrastructure
• Local Area Networks
• Active Directory
• Peripheral Devices
• Network Switches
• Service Management
• Issue Tracking
• ServiceNow

What You Bring

Certifications

• CompTIA A+
• CompTIA Network+

Education

• Bachelor's degree in Information Technology, Computer Science, or a related field, or equivalent combination of education and experience.
• Proven experience (typically 2-5 years) in an IT user support or deskside support role.
• Experience providing technical support in both office and manufacturing/industrial environments is a plus.