The IT Incident & Technical Support Engineer plays a central role in maintaining reliable IT services across a global environment. You will oversee the full lifecycle of incidents, particularly high-severity events, ensuring timely resolution and minimal disruption to operations. Your work directly supports organizational productivity by enforcing service-level agreements and driving continuous improvements in incident response.
Key Responsibilities
- Lead the identification, escalation, and resolution of major incidents, coordinating with technical teams across infrastructure, security, applications, and external partners.
- Deliver clear and timely updates to stakeholders, tailoring communication for both technical teams and leadership audiences.
- Collaborate with Problem Management to investigate root causes and implement solutions that prevent recurring issues.
- Refine incident response procedures, escalation paths, and runbooks to improve operational resilience.
- Act as a technical escalation point for Level 1 support, resolving complex user issues involving systems, networks, and remote access.
- Manage user identities and access rights across Active Directory, Microsoft 365, and identity platforms, including provisioning, deprovisioning, and permission reviews.
- Support the deployment and maintenance of business applications, operating systems, and endpoint devices, ensuring compliance with security and configuration standards.
- Escalate advanced technical tasks to Level 3 specialists, including OS imaging, patching, and mobile device management via Intune or SCCM.
- Guide field IT staff on support best practices and contribute to knowledge base content to improve resolution speed and self-service.
- Analyze incident data to identify trends, measure performance, and recommend service enhancements.
- Assist in implementing monitoring tools that feed into proactive incident detection and alerting.
Qualifications
Candidates must hold a degree in Computer Science, Engineering, or a related field, and possess ITIL Foundation certification. Fluency in both English and French is required, with strong written and verbal communication skills. You should have hands-on experience with Windows OS, Microsoft 365 (including Exchange, Teams, and SharePoint), Active Directory, and endpoint management solutions such as Intune or SCCM. Proficiency in network troubleshooting—especially VPN and LAN/WAN—and familiarity with PowerShell scripting are essential. The ideal candidate is customer-focused, analytically strong, and skilled at translating technical details into actionable insights for non-technical stakeholders. Experience in IT service management frameworks, particularly Problem and Change Management, is an advantage.
