Infrastructure Support Specialist

As a member of the Workplace Support team, you will be responsible for providing advanced Level 2 support and ensuring a high-quality IT experience for end users. Acting as the main escalation point for incidents raised by the Service Desk, you will work closely with various IT teams to deliver efficient and sustainable solutions.

YOUR ROLE

• Analyze, troubleshoot, and resolve infrastructure and workplace-related incidents escalated by the Service Desk.
• Provide support for workstations, telephony, messaging, mobility solutions, collaboration tools, and printing services.
• Investigate technical issues directly with end users and ensure timely resolution.
• Collaborate closely with the Service Desk and Level 3 support teams to facilitate incident resolution and proper escalation when required.
• Coordinate with internal IT teams including Security, Systems, Networks, and Packaging.
• Monitor workstation health and performance using tools such as Nexthink, Splunk, Event Viewer, and other monitoring platforms.
• Identify recurring issues, perform root cause analysis, and contribute to service improvements.
• Create, maintain, and enhance troubleshooting procedures, technical documentation, and knowledge base articles.
• Participate in continuous improvement initiatives to optimize workplace services and support processes.

YOUR PROFILE

• Bachelor's degree in Information Technology or equivalent professional experience.
• Minimum 2 years of experience in a Level 2 IT Support, Workplace Support, or Infrastructure Support role.
• Strong knowledge of Windows 10/11, Microsoft Office 365, Active Directory, Exchange, and Citrix environments.
• Experience supporting mobility and collaboration solutions such as Microsoft Teams, AirWatch/MDM, Kurmi, and Cisco Jabber.
• Good understanding of scripting and automation tools, particularly PowerShell and VBScript.
• Familiarity with monitoring and troubleshooting tools such as Splunk and Nexthink.
• Knowledge of software deployment and application packaging concepts, including SCCM and App-V, is an asset.
• Strong analytical and problem-solving skills with a structured troubleshooting approach.
• Proactive, autonomous, well-organized, and able to manage priorities effectively.
• Excellent communication and collaboration skills with a strong customer-service mindset.
• Ability to perform under pressure while maintaining a high level of service quality.
• Fluent in French and English, both written and spoken.