Desktop Support Technician - Level 2 - On-site Role in Mount Royal

Desktop Support Technician - Level 2 - On-site Role in Mount Royal

Fuze Logistics Services is a next generation 3PL headquartered in Montreal, with offices across North America, leveraging cutting-edge technologies and decades of industry expertise to facilitate the transport of freight globally.

We're looking for a hands-on, detail-oriented IT professional to join our support team at our Mount-Royal location. As an L2 Desktop Support Technician, you'll handle a day-to-day support tickets, user onboarding/offboarding, hardware provisioning, and software administration across our offices in US and Canada. You'll be a key point of contact for end users and work closely with the IT Manager to keep systems running smoothly.

Key Responsibilities:

• Help Desk & Ticket Management - Triage and resolve service requests via Jira, handling issues ranging from email troubleshooting to account access, termination requests, and application support
• User Onboarding & Offboarding - Provision laptops, peripherals, and accounts for new hires; revoke access promptly for departing employees
• Hardware Management - Configure and ship laptops to remote and US-base staff; manage RAM upgrades and peripheral orders (monitors, stands, etc.) across entities
• License Administration - Track and manage Microsoft 365 and Salesforce licenses
• Security & Endpoint Management - Administer Sophos endpoint protection, Microsoft Purview encryption, and Meraki network security: assist with cybersecurity compliance documentation
• Application Support - Support Salesforce, Revenova (TMS), Microsoft 365, and other business applications: create and manage user accounts within these platforms
• Salesforce Administration - Manage user provision, profiles, roles, and permission sets in Salesforce; assist with basic configuration, license tracking, end end-user support within the platform
• Documentation - Maintain IT process documentation and knowledge based articles for the team

Required Skills & Experience:

• 3 -5 years of IT Support experience (L1/L2)
• Proficiency with Microsoft 365 administration (user management, licensing, Purview/encryption)
• Experience with endpoint security tools (Sophos, Microsoft Defender)
• Hands-on hardware experience: laptop imaging, RAM upgrades, peripheral setup
• Comfortable working in a multi-entity, multi-location environment (Canada + US)
• Strong communication skills and ability to work independently
• Salesforce administration experience recommended - familiarity with user management, profiles, permission sets, and license tracking in Salesforce
• Bonus: experience with Revenova TMS, Meraki, or Azure