The IT Incident & Technical Support Engineer (Level 2) is responsible for orchestrating the global incident management lifecycle while delivering advanced technical administration services to end users. This dual-capacity role ensures rapid restoration of critical services through end-to-end incident coordination and elevates user productivity by performing Level 2 support tasks—spanning provisioning, configuration, and troubleshooting—aligned with ITIL best practices and global standards.

Key Responsibilities
Incident Management
• Lead and execute the end-to-end incident management process for high-severity and major incidents, ensuring SLAs are met and business continuity is maintained.
• Coordinate multi-disciplinary response teams—spanning infrastructure, applications, security, and third-party vendors—to rapidly triage, resolve, and document incidents.
• Manage stakeholder communications, providing clear, timely, and audience-appropriate incident updates to regional IT leadership and business sponsors.
• Partner with Problem Management to perform root-cause analyses, identify systemic risks, and implement corrective action plans that reduce repeat incidents.
• Continuously refine incident workflows, playbooks, and escalation matrices to optimize responsiveness and operational resilience.

Level 2 Technical Support & Administration
• Serve as the escalation point for Level 1 support, resolving complex end-user issues related to hardware, software, network connectivity, and remote access.
• Provision and deprovision user accounts, mailboxes, security groups, and application entitlements via Active Directory, Microsoft 365 Admin Center, and identity management platforms.
• Install, upgrade, and troubleshoot business applications and peripherals, ensuring compatibility, security, and adherence to corporate standards.
• Execute password resets, permission audits, and group policy updates in accordance with security policies and compliance requirements.
• Serve as the escalation point to Level 3 specialists for the deployment, configuration, and maintenance of endpoint hardware and mobile devices—ensuring tasks such as OS imaging, patch management, and asset lifecycle tracking via MDM/Intune are executed by the appropriate technical experts.
• Escalate complex business application and peripheral installations, upgrades, and troubleshooting to Level 3 support, guaranteeing that compatibility, security, and corporate standards are upheld by dedicated senior engineers and field office IT professionals.

Collaboration & Continuous Improvement
• Mentor and guide field office IT staff on global support processes, fostering consistent service delivery and technical excellence.
• Develop and maintain comprehensive knowledge articles, standard operating procedures, and technical runbooks to accelerate incident resolution and promote self-service.
• Analyze incident and ticket metrics to identify trends, drive service optimizations, and report on SLA compliance and user satisfaction.
• Support deployment of monitoring and alerting solutions, integrating proactive notifications into the incident management framework.

Job requirements
• Bachelor’s or Master’s degree in Computer Science, Engineering, or related field.
• Fluent in English and French, with excellent oral and written communication skills in both languages.
• Requires experience and in-depth knowledge of business operations and systems requirements processes.
• ITIL Foundation certification (mandatory); advanced ITSM, Problem Management, and Change Management exposure preferred.
• Expertise in Windows OS, Microsoft 365 (Exchange, Teams, SharePoint), Active Directory, and endpoint management tools (Intune/SCCM).
• Proficient in network troubleshooting (VPN, LAN/WAN), remote desktop technologies, and basic scripting/automation (PowerShell).
• Exceptional stakeholder engagement skills, with the ability to translate technical details into executive-level insights.
• Customer-first orientation and analytical mindset, balancing business impact with technical urgency.

Applicant types accepted: Local applicants only