Deskside Support Technician L2

About the role

Excis is seeking a proactive Deskside Support Technician L2 to provide hands‑on and remote assistance for desktops, laptops, and workstations across multiple locations. The role involves troubleshooting Windows OS issues, software installations, printer faults, and basic network or VOIP connectivity problems while ensuring incidents are logged and resolved within SLA.

Key responsibilities

• Diagnose and resolve L1/L2 incidents on Windows devices, printers, and network/VOIP connections.
• Perform IMAC and lifecycle activities: provisioning, imaging, hardware replacement, decommissioning, and data backup/restore.
• Escalate complex problems to N3 teams and collaborate with cross‑functional and offshore groups.
• Support mobile device management environments (Microsoft Intune) and provide user guidance in both French and English.
• Maintain accurate incident records in ServiceNow and adhere to SLA targets.

Required profile

• Minimum 3 years of deskside or enterprise IT support experience, including VIP user support.
• Fluent in French with working proficiency in English.
• Willingness to work rotating 3 × 8 hour shifts and travel between sites with a valid driving licence.

Required skills

• Windows OS troubleshooting and software deployment.
• Hardware diagnostics and repair.
• Remote support tools (e.g., Remote Desktop).
• Basic networking knowledge (IP addressing, connectivity troubleshooting).
• VOIP system troubleshooting.
• Mobile device support and Microsoft Intune MDM.
• Experience with ITSM/ticketing platforms, preferably ServiceNow.
• Understanding of ITIL incident management processes.

What we offer

• A supportive, family‑like work environment that encourages professional growth.
• Opportunities for continuous learning and collaboration across diverse technologies.
• Competitive compensation and benefits package.