IT Support Technician – Level 2

📍IT Support | SMBs | Diverse Technical Challenges

You enjoy digging into problems and finding solutions that actually work.
You take the time to analyze situations, ask the right questions, and fix things properly.
And because you support multiple clients, no two days are ever the same. Each environment brings its own challenges, nuances—and opportunities to learn.

At ISM, we’re looking for a Level 2 IT Support Technician to support our SMB clients and actively contribute to the quality, stability, and reliability of their IT environments.

🚀Your Impact

Here, IT support goes far beyond simply closing tickets.

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

Provide Level 2 technical support to assigned SMB clients
Analyze issues, perform accurate diagnostics, and deliver long-term solutions
Ensure a professional, human, and efficient client experience
Work closely with other support levels to resolve issues effectively
Support multiple IT environments, allowing you to tackle new technical challenges regularly and continuously grow your expertise

🧩What You’ll Be Doing

Provide Level 2 technical support via phone and email
(on-site interventions are occasional)
Install and configure software, IT equipment, and network components
Perform security-related tasks (user account creation, access and role management)
Troubleshoot issues related to applications, systems, and client environments
Analyze incidents and contribute to effective problem resolution
Identify recurring issues and propose improvement opportunities
Escalate unresolved issues efficiently to Level 3 support
Document interventions and key technical information thoroughly
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
Experience in a multi-client or MSP environment
DEP or DEC in Information Technology (or equivalent)
Strong customer service mindset
Solid analytical and prioritization skills
Comfortable working both independently and collaboratively
Organized, detail-oriented, and methodical
Curious, ambitious, and motivated by diverse technical environments
You enjoy fast-paced work where no two days are the same
Bilingualism (an asset)
Available for emergencies, planned maintenance, or occasional travel when needed

💻Technical Skills

Strong knowledge of Microsoft 365 and the MS Office suite
Solid understanding of networking fundamentals (DHCP, DNS, IPv4)
Experience with modern operating systems (workstations and servers)
Ability to support a full SMB IT environment
Good knowledge of Windows Server environments
Secure remote access management (VPN)
Group Policy administration (GPO)
Identity and device management using Microsoft Intune and Entra ID (Azure AD)

🧡Why ISM

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

At ISM, you’ll find:

A human, skilled, and supportive team where collaboration is real
A culture where knowledge sharing and continuous learning truly matter
A high level of trust, autonomy, and flexibility in how you work
Real schedule flexibility
Remote work options

Benefits include:

A comprehensive insurance plan (prescription drugs, dental, health care, disability, and life insurance)
4 paid sick days
Monthly FUN ISM activities
Christmas party, annual BBQ, sugar shack outing, and more

👉 Fun fact: We work in IT, but our offices are located across from a horse stable, surrounded by fields.
A technical playground… in a setting that lets you breathe 🐎🌾

👉Sound like you?

If you’re someone who loves learning, pushing yourself, and tackling diverse technical challenges – in short, if you’re the kind who goes the extra mile -we want to hear from you.