Technical Support IT

Your role

In this role, you'll be at the heart of the employee experience by providing reliable, human, and efficient IT support to all Workleap team members. You'll handle a wide variety of technical requests, from access and SaaS tools management to device administration, while ensuring fast, high-quality service. Day to day, you'll resolve technical issues, document and structure information to improve team practices, and manage your priorities with discipline in a fast-evolving environment.

Your impact:

• Provide high-quality technical support and resolve IT requests within reasonable timeframes, for a smooth and human employee experience;
• Manage access and licenses (creation, modification, and removal of user accounts and SaaS access) rigorously and securely;
• Optimize IT processes and user experience by leveraging automation and AI tools to improve speed and service quality;
• Administer the device fleet using MDM tools such as Intune and Jamf, keeping equipment reliable and secure;
• Structure and document team knowledge to increase user autonomy without compromising the experience;
• Conduct research and propose initiatives that improve user experience and efficiency, collaborating with the IT team on incident resolution and ad hoc projects.

Your team

a) In a constantly changing environment, the IT Support team plays a key role in evolving practices and systems. The main challenge ahead: optimizing and automating the management of access, equipment, and requests to improve the speed and quality of service, while evolving the technological environment through MDM tools and SaaS solutions for greater security, efficiency, and ease of use in day-to-day operations.

b) You'll join a collaborative, people-focused, and service-oriented IT team whose mission is to support Workleap employees daily by providing a seamless and efficient technology experience. The team works closely with other teams to quickly resolve issues, improve tools, and optimize processes, and it values knowledge sharing, teamwork, and continuous improvement.

What you'll bring

• 8+ years of experience in IT support or a related field;
• Demonstrated experience using AI tools or automation to improve efficiency or service quality in an IT context, with a strong interest in AI and its practical applications;
• Excellent interpersonal skills, strong customer service orientation, and excellent communication skills in both French and English (spoken and written);
• Expertise in troubleshooting Windows 11 and macOS;
• Experience managing SaaS access;
• Knowledge of Azure AD, Microsoft 365, and Azure PIM;
• Autonomy, resourcefulness, and initiative.

Most of this sounds like you? Apply.

What the job comes with

• Base salary: $68,000 to $85,000. This range reflects our Canada-wide compensation scale. Final offers may be adjusted based on the candidate's region to align with local market conditions.
• Annual bonus program.
• LTIP program, share in Workleap's long-term growth.
• RRSP + Family health insurance + telemedicine + annual wellness budget.
• Flexible vacation policy.
• Remote work, with access to our Montreal office.
• In-person gathering twice a year.
• Claude access, for everyone.