Steady under pressure
Able to perform in a fast-paced environment where the phone rings while a ticket is still open.
Careers
Level 1 IT specialist job in Trois-Rivières
First point of contact at the OKTO Solutions service desk. You diagnose and resolve the daily incidents of Quebec small and mid-sized businesses remotely, with an experienced team behind you and a clear path to level 2.
The level 1 IT specialist is the first point of contact at the OKTO Solutions service desk in Trois-Rivières. The work is remote diagnosis and resolution of everyday incidents for Quebec small and mid-sized businesses: workstations, Windows 11, Active Directory, Microsoft 365, VPN and peripherals. The role is hybrid once training is done. Applications go to info@oktosolutions.ca.
The role
What does a level 1 IT specialist do at OKTO Solutions?
OKTO Solutions is looking for a level 1 IT specialist to join its service desk. You are the first person a client reaches when something stops working, and you provide technical support by phone, by email and by chat. The job is to identify, diagnose and resolve remote incidents quickly, across a wide range of technology environments, while keeping several files moving at once. Requests come from Quebec small and mid-sized businesses in many industries, so the same morning rarely repeats itself. You assess urgency and impact first, then you fix, then you follow up with the client. Anything that cannot be closed at level 1 gets escalated with enough notes for the next person to pick it up without starting over. The position is based in Trois-Rivières and becomes hybrid once the training period is behind you.
Most level 1 incidents are settled remotely, in the hour they come in.
Working for a managed services provider means seeing dozens of device fleets instead of one. That is the fastest way to build a technical foundation, and it is why level 1 here is an entry point rather than a ceiling.
Key responsibilities
What the job asks of you every week
Six responsibilities, listed the way they actually come up in a shift at the service desk.
- Analyse support requests to assess their urgency and their impact on the client’s operations.
- Apply established procedures and escalate to level 2 when the situation calls for it.
- Install, configure and troubleshoot remotely: workstations, software, peripherals and mobile devices.
- Follow up clearly and professionally with the client from the first call through to the resolution.
- Document your interventions and keep the internal systems up to date.
- Take part in the service desk on-call rotation, like the rest of the team.
Managing priorities is half the job. Several files move at once and some of them are urgent for the client without being urgent for the network. Sorting that out is a skill, and it is one that gets taught here rather than assumed. Our managed IT support service page shows how requests are ranked and answered.
- Microsoft 365
- VPN
- Troubleshooting of applications and peripherals such as printers, monitors and keyboards
What we look for
Skills, experience and technical knowledge
Nothing on this list is exotic. It describes someone who has already spent a few months answering real users and who wants to go further than reinstalling a printer driver.
Skills and experience
- DEP, AEC or DEC in a relevant field, or equivalent experience
- 6 months to 1 year of experience in IT support
- Excellent communication skills
- Strong command of spoken and written French
Technical knowledge we value
- Workstations and laptops
- Windows 11
- Active Directory
The three levels
How does level 1 compare with level 2 and level 3?
The three specialist roles sit on the same service desk and share the same clients. What changes is the depth of the files and the point at which a ticket lands on your desk.
| Criterion | Level 1 | Level 2 | Level 3 |
|---|---|---|---|
| Education | DEP, AEC or DEC, or equivalent experience | DEP, AEC or DEC, or equivalent experience | DEC or AEC, or equivalent experience |
| Experience | 6 months to 1 year in IT support | Minimum 2 years of relevant IT experience | 3 to 5+ years, including 2 years at level 3 or as a junior systems administrator |
| Day to day | Everyday service desk requests, remote diagnosis and resolution | The most complex tickets, escalations from level 1, mentoring | Client server and network environments, final escalation point |
| On-call | Service desk rotation | Service desk rotation | Rotation for critical incidents |
| Certifications considered assets | CompTIA A+, Microsoft 365 Fundamentals MS-900, Azure Fundamentals AZ-900 | CCNA, AZ-104, Fortinet NSE, CompTIA Network+ or Security+ | Fortinet, Microsoft Azure, PowerShell scripting |
Already past the entry point? Read the level 2 IT specialist posting or the level 3 IT specialist posting. If the field appeals to you more than the desk, there is also the hybrid on-site IT technician posting.
What we offer
The conditions attached to the role
Said on the first call, not discovered in the third month.
- Competitive salary based on experience
- No salary cap
- Opportunity for fast advancement within the company
- Flexible remote work policy
- Offices located in Trois-Rivières
- Dynamic and human company culture
- Reimbursement of personal work-related expenses, based on responsibilities and relevance, such as mobile phone, Internet and fuel
- Stimulating and collaborative work environment
- Diversity of clients and technologies
- Real opportunities for professional growth
- Concrete application of learning at client sites
- Continuous skills development
- Access to the on-site technician pool, with compensation, for specialists who show a high level of expertise
Who you are
The kind of person who does well at the service desk
Analytical
Strong analytical sense and critical judgment, so the cause gets found instead of the symptom being papered over.
A team player
Teamwork and collaboration, because the ticket you escalate becomes someone else’s morning.
Good with priorities
Excellent management of priorities and urgent situations, and the rigour to carry several tasks at once.
Curious
Technological curiosity and ease of learning. The stack changes, and so does what you are asked to fix.
Genuinely into IT
A passion for information technology. It shows in the questions people ask, and it is what carries a career past the first year.
Assets, not requirements
- French and English bilingualism
- Experience in a service desk or MSP environment
- Knowledge of SharePoint, OneDrive, Intune or macOS
- Relevant certifications: CompTIA A+, Microsoft 365 Fundamentals MS-900, Azure Fundamentals AZ-900
- Availability for occasional travel to client sites
Inclusion and diversity. We know that people who are neurodivergent or from underrepresented groups sometimes hesitate to apply when they do not meet every listed requirement. Our hiring decisions are based on experience, potential and passion. If you need reasonable accommodations during the recruitment process, tell us. You are also welcome to share the pronouns you use at any point.
More background before you write: about OKTO Solutions, the careers page and its hiring process, and the managed IT services our clients buy.
Questions and answers
Frequently asked questions about the level 1 IT specialist role
Is the level 1 IT specialist role remote or on-site?
The role is hybrid. During the training period, you work from the Trois-Rivières office to learn how we operate. Once you are autonomous, you benefit from our flexible remote work policy and come to the office for events and team activities.
What experience do I need to apply for level 1?
A DEP, AEC or DEC in a relevant field, or equivalent experience, with 6 months to 1 year of experience in IT support. If you do not meet every criterion, apply anyway: our hiring decisions are based on experience, potential and passion.
What does a typical day at the service desk look like?
You receive client requests by phone, email and chat, assess their urgency and impact, then diagnose and resolve incidents remotely across workstations, Windows 11, Microsoft 365 and various peripherals. You document every intervention and escalate to level 2 when needed.
Do I need to be bilingual for this role?
Very good spoken and written French is required. French and English bilingualism is an asset, since our client base is bilingual, but it is not a hiring condition.
What are the advancement opportunities?
Level 1 is an entry point. Specialists who demonstrate their expertise progress to level 2, then level 3, and can join our on-site technician pool with additional compensation. There is no salary cap.
How do I apply at OKTO Solutions?
Email info@oktosolutions.ca with your CV attached, or use the Apply for this job button on this page. If you need reasonable accommodations during the recruitment process, let us know. You are also welcome to share the pronouns you use at any point in the process.
Apply for the level 1 IT specialist role
Send your CV to info@oktosolutions.ca with the role in the subject line, or call 450 231-3836 if you would rather ask your questions first. You get an answer either way, including a no.