You take on the tickets level 1 cannot resolve and become the team’s technical reference. An advanced IT support role in Trois-Rivières: escalations, complex incidents, mentoring junior specialists and improving technical standards across our SMB clients.
Level 2 IT Specialist
At OKTO Solutions, we value inclusion and diversity. We know that people who are neurodivergent or from underrepresented groups sometimes hesitate to apply when they don’t meet every listed requirement.
Our hiring decisions are based on experience, potential, and passion. If you would like to apply and need reasonable accommodations during the recruitment process, we encourage you to let us know. You are also welcome to share the pronouns you use at any point during the process.
About OKTO Solutions
With strong combined expertise in information technology, OKTO Solutions has established itself as a trusted partner in managed and co-managed IT services for Quebec small and mid-sized businesses. We support a bilingual client base across many industries and build lasting relationships grounded in trust, transparency and concrete results.
Our growth is driven mainly 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 to improve the security, productivity, and long-term success of the businesses we support.
Our ambition is clear: to become a Quebec leader in IT services for small and medium-sized businesses, helping our clients be better protected, more efficient, and ready for the future. In a mostly remote work environment, you will be part of a passionate, collaborative team focused on excellence. If continuous improvement and making a real impact for clients drive you, we want to meet you.
A stimulating environment
Every day brings its share of new challenges. You will work in a dynamic environment where continuous learning, a wide range of issues, and quick adaptation are part of the daily routine. Your ability to manage multiple priorities will be put to good use to accelerate your professional development.
A variety of clients and environments
As an MSP, we work with a wide range 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.
Hands-on experience in the field
In addition to remote support, you may be called on to work directly at client sites to put your knowledge into practice. IT specialists who demonstrate a high level of expertise can join a pool of on-site technicians, with compensation.
Remote
After the training period and once you have gained independence, you will be able to take advantage of our flexible remote work policy, with the option to work remotely or come to the office for events and team activities.
The role
OKTO Solutions is looking for a Tier 2 IT Specialist to play a key role within its service desk. You will be responsible for handling the most complex tickets while acting as the technical reference for level 1 IT specialists.
You will handle escalations, support the team in resolving advanced issues and actively contribute to improving the technical documentation and internal standards for each of our clients.
Key responsibilities
Analyzing support requests to determine their impact and priority
Handle escalations and support the level 1 team
Remotely install, configure and troubleshoot workstations, software, peripherals and mobile devices
Providing thorough follow-up with clients
Document interventions and keep technical documentation up to date
Take part in the service desk on-call rotation
Skills and experience we are looking for
DEP, AEC, or DEC in a relevant field or equivalent experience
Minimum of 2 years of relevant IT experience
Excellent command of spoken and written French
Technical knowledge we value
Workstations and laptops
Windows 11
Active Directory
Microsoft 365
VPN
Troubleshooting of applications and peripherals (printers, monitors, keyboards, etc.)
Who you are
Excellent customer service and communication skills
Comfortable in a dynamic, high-pressure environment
Strong analytical skills and sound technical judgment
Autonomy, diligence, and effective priority management
Teamwork and collaboration
Ability to manage several files simultaneously
Technological curiosity and ease of learning
Natural leadership, proactivity and initiative
Assets
French and English bilingualism
Experience in training or mentoring
Knowledge of ConnectWise, SharePoint, OneDrive, Intune, macOS, AutoCAD, Caseware, TaxPrep, etc.
Relevant certifications (CCNA, AZ-104, Fortinet NSE, CompTIA Network+ or Security+)
Availability for occasional travel to client sites
What we offer
- 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 (mobile phone, Internet, fuel, etc.)
- 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
Frequently asked questions about this role
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.
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.
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.
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.
Yes. The level 2 IT specialist takes part in the service desk’s on-call rotation, like the rest of the team.
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.