IT Support Technician – Mac Specialization

You’re comfortable working in Apple environments, you understand hybrid Mac/Windows realities, and you value client relationships just as much as technical challenges.

At ISM, we’re looking for a Level 2 IT Support Technician, specialized in Mac environments, to support our SMB clients primarily located in Longueuil, in a hybrid work model (remote work with occasional on-site client visits).

🚀 Your Impact

Here, IT support goes far beyond simply resolving tickets.

On a day-to-day basis, you will:

• Provide Level 2 technical support to SMB clients

• Analyze issues and perform accurate diagnostics

• Deliver long-term solutions tailored to Mac and hybrid environments

• Ensure a professional, human, and efficient client experience

• Collaborate closely with technicians across support levels

• Work in diverse IT environments, allowing you to continuously learn and grow

🧩 What You’ll Be Doing

• Provide Level 2 technical support remotely (phone, email, remote access tools)
• Perform occasional on-site interventions with clients in Longueuil and surrounding areas
• Install, configure, and troubleshoot macOS workstations and hybrid Mac/Windows environments
• Manage user accounts, access rights, permissions, and security policies
• Support client applications, systems, and IT equipment
• Diagnose incidents and help resolve complex technical issues
• Identify recurring issues and propose improvement opportunities
• Thoroughly document interventions and procedures
• Share your knowledge and support the development of Level 1 technicians

🎯Who We’re Looking For

You don’t need to know everything, but you’ll recognize yourself here:

• 3 to 5 years of experience in IT support

• Experience in a multi-client / MSP environment

• DEP or DEC in Information Technology (or equivalent experience)

• Strong customer service mindset

• Solid analytical and prioritization skills

• Comfortable working independently and collaboratively

• Organized, detail-oriented, and methodical

• Curious and motivated by diverse technical environments

• Comfortable with remote work and occasional client travel

• Bilingualism (an asset)

💻 Technical Skills

• Strong proficiency with macOS (workstations, troubleshooting, configuration)
• Experience in hybrid Mac / Windows environments
• Apple device management via MDM (Jamf or equivalent – an asset)
• Good knowledge of Microsoft 365
• Solid understanding of networking fundamentals (DNS, DHCP, IPv4)
• Secure remote access management and remote support tools
• Knowledge of Windows environments (an asset)
• Ability to support a full SMB IT environment

🧡 Why ISM

Because we believe great IT support starts with well-supported, passionate people.

At ISM, you’ll find:

• A human, skilled, and supportive team

• A culture focused on knowledge sharing and continuous learning

• A high level of trust, autonomy, and flexibility

• A hybrid work model that’s truly practiced

Benefits include:

• Comprehensive insurance coverage (prescription drugs, dental, health care, disability, and life insurance)

• 4 paid sick days

• FUN ISM activities almost every month

• Christmas party, annual BBQ, sugar shack outing, and more

👉 Sound like you?

If you enjoy learning, tackling diverse technical challenges, and working in stimulating Mac environments—we’d love to hear from you.