Level 3 IT Specialist at OKTO Solutions in Trois-Rivières. Provide IT support to businesses and assist SMEs with Microsoft 365 management, incident resolution, and IT system administration. Contribute to the performance and security of IT environments for businesses in Trois-Rivières and throughout Quebec.
IT Specialist Level 3
At OKTO Solutions, we value inclusion and diversity. We know that people from neurodiversity or underrepresented groups sometimes hesitate to apply when they don't meet all the stated criteria.
Our hiring decisions are based on experience, potential, and passion. If you wish to apply and require reasonable accommodations during the recruitment process, please let us know. You can also inform us of your preferred pronouns at any point during the process.
About OKTO Solutions
With strong combined expertise in information technology, OKTO Solutions has positioned itself as a trusted partner in managed and co-managed IT services for Quebec SMEs. We support a bilingual clientele from multiple sectors and focus on long-term relationships based on trust, transparency, and concrete results.
Our growth is primarily driven by referrals from satisfied clients, a testament to our commitment to delivering real business value. At OKTO Solutions, technology is never an end in itself. It is a lever for improving the security, productivity, and sustainability of the businesses we support.
Our ambition is clear: to become a leading IT services provider for SMEs in Quebec, helping our clients be better protected, more efficient, and future-proof. In a predominantly remote work environment, you will be part of a passionate, collaborative, and excellence-driven team. If continuous improvement and making a real impact on clients motivate you, we would like to meet you.
The role
OKTO Solutions is seeking a Level 3 IT Specialist to play a key role within its service desk. You will be responsible for handling the most complex tickets, while also acting as a technical resource for Level 2 IT Specialists.
You will handle escalations, support the team in resolving advanced problems, and actively contribute to improving technical documentation and internal standards for each of our clients.
Stimulating environment
Each day brings its own set of new challenges. You will thrive in a dynamic environment where continuous learning, diverse issues, and rapid adaptation are part of the daily routine. Your ability to manage multiple priorities will be leveraged to accelerate your professional development.
Variety of clients and environments
As an MSP, we work with a wide variety of clients, industries, and IT architectures. This environment is ideal for deepening your technical skills, strengthening your customer service approach, and developing your professional judgment.
Practical application in the field
In addition to remote support, you may be required to work directly with clients to apply your expertise. IT specialists who have demonstrated a high level of expertise can join an on-site technician pool, with compensation.
Telework
After the training period and once you have achieved autonomy, you will be able to benefit from our flexible teleworking policy, with the possibility of working remotely or coming to the office for events or team activities.
Main responsibilities
Ensure the operation, stability and performance of clients' server and network environments
Proactively identify risks, capacity issues, and potential vulnerabilities
Intervening in critical and complex environments
Working closely with clients' IT teams
Understanding their business and technical needs
Ensuring a seamless integration of OKTO Solutions services
Manage and prioritize complex tickets based on impact and urgency
Act as an advanced escalation point for levels 1 and 2
Ensuring effective and lasting incident resolution
Participate in the on-call rotation for critical incidents
Provide remote or occasional on-site support outside of business hours, when required
Propose and implement improvements in performance, safety and reliability
Contributing to standardization and best practices in MSPs
Participate in IT development and modernization projects
Maintain clear, up-to-date and usable technical documentation
Documenting configurations, procedures, and architectures
Contribute to the continuous improvement of internal processes
Skills and experience sought
DEC or AEC in a relevant field or equivalent experience
3-5 years or more of relevant experience in information technology
Minimum 2 years of experience as a level 3 technician or junior systems administrator
Solid experience in the deployment, configuration, and management of:
Active Directory
LAN/WAN environments
Firewalls, switches and wireless networks
Microsoft 365 and Exchange
Windows Server
Cloud and virtualized environments
Network Protocols and Services
Experience with Cisco, Dell and Fortinet equipment
Excellent hardware and software troubleshooting skills
Availability for occasional travel and on-call care
Great adaptability
Excellent communication skills
Team spirit and customer focus
Proactivity and responsiveness
Strengths
French-English bilingualism
Experience in an MSP environment
Knowledge of scripting (PowerShell)
Relevant certifications (Fortinet, Microsoft Azure, other Microsoft certifications)
- Knowledge of NinjaOne and HaloPSA is an asset
- Knowledge and best practices related to the Microsoft ecosystem, including Defender, Intune and Azure
What we offer
Competitive salary based on experience
No salary cap
Opportunity for rapid advancement within the company
Investment within the company
Flexible teleworking policy
Offices located in Trois-Rivières
Dynamic and human-centered corporate culture
Reimbursement of personal work-related expenses, according to responsibilities and relevance (e.g., cell phone, internet, gas, etc.)
Stimulating and collaborative work environment
Diversity of clients and technologies
Real opportunities for career advancement
Practical application of learning to clients
Continuous skills development