OKTO RMM · Updates Triage and priority
Analyse support requests to determine their impact and their priority for the client.
Careers
Level 2 IT specialist job in Trois-Rivières
You take on the tickets level 1 cannot resolve and become the team’s technical reference: escalations, complex incidents, mentoring junior specialists and better technical standards across our small and mid-sized business clients.
The level 2 IT specialist at OKTO Solutions in Trois-Rivières handles the service desk tickets level 1 cannot close. The role takes escalations, acts as the technical reference for the team, and keeps technical documentation and internal standards current for each client. A minimum of 2 years of relevant IT experience is required. Applications go to info@oktosolutions.ca.
A level 2 file often starts where a level 1 workaround stopped holding.
The role
What does a level 2 IT specialist do at OKTO Solutions?
OKTO Solutions is looking for a level 2 IT specialist to play a key role within its service desk. You are responsible for handling the most complex tickets while acting as the technical reference for the level 1 specialists. Escalations land with you: application errors nobody can reproduce, network behaviour that only shows up on Tuesdays, a workstation that came back wrong after a migration. You support the team in resolving advanced issues, and you contribute actively to improving the technical documentation and the internal standards written for each of our clients. That second half matters as much as the first. A fix that lives only in your head costs the team the same problem twice. The role is based in Trois-Rivières and becomes hybrid once the training period is behind you.
Key responsibilities
What the job asks of you every week
Half of it is technical depth. The other half is making sure the rest of the desk gets faster because you were there.
Escalations
Handle escalations and support the level 1 team through the resolution instead of taking the ticket away from them.
Remote intervention
Install, configure and troubleshoot workstations, software, peripherals and mobile devices remotely.
Client follow-up
Provide thorough follow-up with clients, including on the files that take more than one call.
Documentation
Document interventions and keep the technical documentation up to date for each client environment.
On-call rotation
Take part in the service desk on-call rotation, like the rest of the team.
How a ticket reaches you
Where level 2 sits between the desk and the infrastructure
Nothing arrives at level 2 by accident. A request follows a path, and knowing that path is what keeps a service desk from turning into a pile of open tickets.
In practice the handoff is a written one. The level 1 notes say what the user saw, what was checked and what was ruled out, so you do not repeat the first hour of work. When those notes are thin, the ticket goes back with a question rather than forward with a guess.
Coming from the desk? Read the level 1 IT specialist posting. Already working in infrastructure? The level 3 IT specialist posting is the next one over.
Mentoring level 1 is written into the role, not added on top of it.
- Level 1 opens and qualifies. Urgency, impact, and the first round of diagnosis on the workstation, Microsoft 365 or the peripheral involved.
- The escalation lands with you. With the notes already taken, so you start from the symptom rather than from zero.
- You dig for the cause. Application errors, odd network behaviour, licensing questions, a compromised workstation.
- You write it down. The intervention and the standard it changes, so the next occurrence is a level 1 ticket.
- If the cause sits in the foundation, the file goes to level 3, which owns the server and network environments.
What we look for
Skills, technical knowledge and assets
The table below sets out what is asked, and what only counts as a bonus. Apply even if the second column is thin.
| Area | What we ask for | What counts as an asset |
|---|---|---|
| Education | DEP, AEC or DEC in a relevant field, or equivalent experience | Experience in training or mentoring |
| Experience | Minimum of 2 years of relevant IT experience | Time spent in an MSP or service desk environment |
| Language | Excellent command of spoken and written French | French and English bilingualism |
| Technical knowledge | Workstations and laptops, Windows 11, Active Directory, Microsoft 365, VPN, troubleshooting of applications and peripherals | ConnectWise, SharePoint, OneDrive, Intune, macOS, AutoCAD, Caseware, TaxPrep |
| Certifications | None required | CCNA, AZ-104, Fortinet NSE, CompTIA Network+ or Security+ |
| Travel | Not part of the weekly routine | 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.
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 level 2
Client focused
Excellent customer service and communication skills, on the phone as much as in writing.
Comfortable under pressure
At ease in a dynamic environment where the pressure is real and the deadline is somebody’s payroll run.
Analytical
Strong analytical skills and sound technical judgment.
Autonomous
Autonomy, diligence and effective priority management across several files at once.
Collaborative
Teamwork and collaboration, including with the level 1 specialists who escalate to you.
Curious
Technological curiosity and ease of learning, because the stack keeps moving.
Natural leader
Leadership, proactivity and initiative, without needing a title to use them.
Rigorous in writing
What you learn on a file gets written down where the next person will find it.
Before you write: read about OKTO Solutions, the careers page and its three-step hiring process, and the IT support service your tickets would come from. If projects appeal to you more than the desk, there is also the systems and projects administrator posting.
Questions and answers
Frequently asked questions about the level 2 IT specialist role
What is the difference between the level 1 and level 2 IT specialist?
Level 1 handles the service desk’s everyday requests. Level 2 takes on the most complex tickets, receives escalations from level 1 and acts as the technical reference for the team, while contributing to technical documentation and internal standards.
What experience do I need to apply for level 2?
A DEP, AEC or DEC in a relevant field, or equivalent experience, with a minimum of 2 years of relevant IT experience and excellent spoken and written French.
Is the role remote or on-site?
The role is hybrid. After training and once you are autonomous, you benefit from our flexible remote work policy, coming to the Trois-Rivières office for events and team activities.
Which certifications are considered assets?
CCNA, AZ-104, Fortinet NSE, CompTIA Network+ or Security+. Experience in training or mentoring and knowledge of ConnectWise, SharePoint, OneDrive, Intune or macOS are also assets.
Is there an on-call rotation?
Yes. The level 2 IT specialist takes part in the service desk’s on-call rotation, like the rest of the team.
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 2 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.