Level 2 MSP Tech

Company Description

Wintsec Technologies is a full-service technology and services company headquartered in Horsham, PA. The company specializes in providing comprehensive help desk support and IT services to meet diverse business needs. With a focus on delivering reliable IT solutions, Wintsec Technologies supports businesses of various sizes by ensuring their operations run smoothly and efficiently. The company is dedicated to empowering clients with expert technical support and innovative solutions.

Role Overview

Provide multi-tier IT support (Level 1, and 2) to ensure seamless operations and strong end-user experience. Supports both remote and on-site users. Requires fluency in French and English to support Quebec-based users. This will be onsite in Quebec City.

Key Responsibilities

· Respond to tickets, calls, chats and emails; resolve escalated technical issues

· This includes Level 1 phone call support for French speaking users

· Support Windows 11, macOS, Microsoft 365, Active Directory/Entra ID

· Provide enhanced, priority support for designated VIP users to ensure minimal disruption and superior end-user experience.

· This includes participating in an on-call rotation for VIP after hours support

· Troubleshoot networking issues (VPN, DNS, DHCP, Wi-Fi)

· Support printers, endpoints, and business applications

· Perform root cause analysis and implement preventative fixes

· Document issues and resolutions; meet SLAs

· Escalate to Level 3 with clear diagnostics

· Provide deskside and remote support to users daily

· Support onboarding/offboarding (device setup, access changes)

· Use ServiceNow and endpoint management tools

· Assist with patching, security tools, and device staging

Qualifications

· 3+ years IT support experience (Level 1–2)

· Fluent French and English (spoken and written)

· Experience with Windows, Microsoft 365, and Active Directory

· Networking fundamentals (IP, DNS, DHCP, VPN)

· Strong customer service and communication skills

· Ability to manage multiple priorities and meet SLAs

· Strong documentation skills and attention to detail

Preferred

· ServiceNow experience

· RMM and patch management tools experience

· Basic scripting (PowerShell)