L1 IT Support Engineer)

Job Title: Local Site Support (L1 IT Support Engineer) – Bilingual (English & French)

Budget : $22 Per hour

About the Role

We are seeking a customer-focused Local Site Support (L1 IT Support Engineer) to provide on-site IT support for end users and office IT infrastructure in Québec City. The successful candidate will deliver first-level technical support, manage IT assets, support office infrastructure, and assist with IT projects while ensuring excellent customer service.

Fluency in both English and French is mandatory , as the role requires supporting bilingual users and collaborating with global teams.

Key Responsibilities

End-User Support

• Provide on-site technical support for desktops, laptops, printers, mobile devices, and peripherals.
• Troubleshoot hardware, software, and operating system issues (Windows, macOS, and basic Linux).
• Provision and deprovision laptops, mobile phones, and other corporate devices.
• Replace faulty equipment with temporary devices following company procedures.
• Provide technical assistance and guidance to end users.
• Escalate and coordinate complex issues with Level 2 support teams.

Office IT Infrastructure Support

• Perform installation, maintenance, and troubleshooting of office IT infrastructure.
• Support LAN, Wi-Fi, printers, voice systems, and office connectivity.
• Install and configure switches, routers, wireless access points, and other network equipment.
• Assist with firewall, DNS, NAC, and office network infrastructure support.
• Install, test, and troubleshoot printers, workplace monitors, AV equipment, and meeting room technologies.
• Support smart office solutions, including digital signage and smart metering systems.
• Coordinate with vendors for repairs, installations, and equipment replacements.
• Maintain accurate incident documentation and technical records.
• Escort third-party vendors to secure IT facilities when required.
• Support internal and external compliance audits, including SOX requirements.

IT Asset Management

• Receive, inspect, register, and label IT equipment.
• Maintain accurate inventory and asset management records.
• Perform regular hardware audits and inventory reconciliation.
• Coordinate warranty repairs and hardware replacements.
• Prepare devices for redeployment, including cleaning, testing, and secure data wiping.
• Manage temporary laptop inventory and loaner devices.

Project Support

• Support office relocations, workstation setups, and hardware refresh projects.
• Assist with IT deployments and infrastructure upgrades.
• Provide technical support during business meetings, demonstrations, and company events.

Required Qualifications

• 2–5 years of experience in Desktop Support, IT Support, Help Desk, or Local Site Support.
• Experience supporting Windows, macOS, and basic Linux environments.
• Knowledge of Microsoft 365, Active Directory, and hardware troubleshooting.
• Basic networking knowledge, including TCP/IP, DNS, DHCP, LAN/WAN, Wi-Fi, switches, routers, and access points.
• Experience with IT asset management and device imaging.
• Strong troubleshooting, analytical, and customer service skills.
• Ability to work independently and collaboratively with remote IT teams.

Mandatory Requirements

• Fluent in English and French (spoken and written).
• Excellent communication and interpersonal skills.

Preferred Qualifications

• Diploma or Bachelor's degree in Information Technology, Computer Science, or a related field.
• IT certifications such as CompTIA A+, Network+, Microsoft, Cisco CCNA, or ITIL Foundation are considered an asset.