Level 2 MSP Tech

Job summary

Provide Level 1 and Level 2 technical support to French- and English-speaking users through tickets, calls, chats, email, and on-site or remote assistance, including priority support for VIP users. Troubleshoot devices, applications, and network issues; manage user onboarding and offboarding; document resolutions, meet SLAs, escalate complex issues, and assist with patching and device staging.

Job details

Company Description Wintsec Technologies is a full-service technology and services company headquartered in Horsham, PA. The company specializes in providing comprehensive help desk support and IT services to meet diverse business needs. With a focus on delivering reliable IT solutions, Wintsec Technologies supports businesses of various sizes by ensuring their operations run smoothly and efficiently. The company is dedicated to empowering clients with expert technical support and innovative solutions. Role Overview Provide multi-tier IT support (Level 1, and 2) to ensure seamless operations and strong end-user experience. Supports both remote and on-site users. Requires fluency in French and English to support Quebec-based users. This will be onsite in Quebec City. Key Responsibilities · Respond to tickets, calls, chats and emails; resolve escalated technical issues · This includes Level 1 phone call support for French speaking users · Support Windows 11, macOS, Microsoft 365, Active Directory/Entra ID · Provide enhanced, priority support for designated VIP users to ensure minimal disruption and superior end-user experience. · This includes participating in an on-call rotation for VIP after hours support · Troubleshoot networking issues (VPN, DNS, DHCP, Wi-Fi) · Support printers, endpoints, and business applications · Perform root cause analysis and implement preventative fixes · Document issues and resolutions; meet SLAs · Escalate to Level 3 with clear diagnostics · Provide deskside and remote support to users daily · Support onboarding/offboarding (device setup, access changes) · Use ServiceNow and endpoint management tools · Assist with patching, security tools, and device staging Qualifications · 3+ years IT support experience (Level 1–2) · Fluent French and English (spoken and written) · Experience with Windows, Microsoft 365, and Active Directory · Networking fundamentals (IP, DNS, DHCP, VPN) · Strong customer service and communication skills · Ability to manage multiple priorities and meet SLAs · Strong documentation skills and attention to detail Preferred · ServiceNow experience · RMM and patch management tools experience · Basic scripting (PowerShell)

What you’ll do

Provide Level 1 and Level 2 technical support to French- and English-speaking users through tickets, calls, chats, email, and on-site or remote assistance, including priority support for VIP users. Troubleshoot devices, applications, and network issues; manage user onboarding and offboarding; document resolutions, meet SLAs, escalate complex issues, and assist with patching and device staging.

Requirements

Applicants need at least three years of Level 1–2 IT support experience and fluency in spoken and written French and English. They should have experience with Windows, Microsoft 365, and Active Directory, networking fundamentals, strong customer service and documentation skills, and the ability to manage priorities and meet SLAs.

Listed skills

• Microsoft 365 · Preferred
• Active Directory · Preferred
• VPN · Preferred
• DNS · Preferred
• DHCP · Preferred
• Root Cause Analysis · Preferred
• Customer service · Preferred

Other relevant skills

Identified from the job description. Confirm important requirements above.

• Level 1–2 IT Support
• French and English Fluency
• Windows 11
• macOS
• Microsoft 365
• Active Directory
• Entra ID
• Networking Troubleshooting
• VPN
• DNS
• DHCP
• Wi-Fi
• ServiceNow
• Root Cause Analysis
• Customer Service
• PowerShell

Job areas

• Technology
• Customer Service & Support