End User Support Technician

Position Summary

The Level 1 End User Support Technician serves as the first point of contact for technical support requests from Dhilmar Éléonore employees. The technician responds to incidents and service requests, performs initial diagnostics, resolves common issues and escalates complex cases to higher support tiers. The role is intended to deliver fast, courteous service in line with service level agreements (SLAs), across both the IT environment and end user support for systems in a mining context.

Key Responsabilities

• Receive and log support requests (phone, email, self-service portal, chat) in the ServiceNow ITSM ticketing tool.
• Triage, categorize and prioritize incidents and service requests.
• Diagnose and resolve first-level issues: user accounts, passwords, access, office software, peripherals and basic connectivity.
• Provide support for workstations (Windows / macOS), the Microsoft 365 suite and collaboration tools.
• Assist users with identity and access management (Active Directory / Microsoft Entra ID), including multi-factor authentication (MFA) resets.
• Document resolution steps and keep the knowledge base up to date.
• Escalate unresolved incidents to Level 2 or 3 with relevant information and diligent follow-up.
• Follow up with users through to ticket closure and confirm their satisfaction.
• Meet SLAs and contribute to the IT/OT department's service quality objectives.
• Apply information security policies (access management, phishing reporting, user awareness).
• Perform any other related duties as required.

Technical Skills

• Knowledge of Windows operating systems (basic macOS knowledge).
• Proficiency with the Microsoft 365 suite (Outlook, Teams, SharePoint, OneDrive).
• Basic networking knowledge (IP addressing, VPN, Wi-Fi, connectivity).
• Familiarity with identity and access management (Active Directory / Microsoft Entra ID).
• Device management with Microsoft Intune and Apple Business Manager.
• Experience with the ServiceNow ITSM ticketing tool.
• Good understanding of ITIL concepts (incident and service request management).

Soft Skills

• Excellent communication and customer service skills.
• Ability to explain technical concepts to non-technical users.
• Strong organizational skills and effective prioritization.
• Diligence in documentation and case follow-up.
• Team spirit combined with strong autonomy.
• French / English bilingualism (French being the primary working language).

Education & Experience

• College diploma in computer science or a related field (or equivalent experience).
• 0 to 2 years of technical support experience (an asset).
• Certifications considered an asset: CompTIA A+, ITIL Foundation, Microsoft 365 Fundamentals.

Working Conditions

• 14/14 rotation: 14 consecutive days on followed by 14 days off.
• 12-hour work shifts.
• On-site position at the Éléonore mine site (remote site, James Bay / Eeyou Istchee).
• Accommodation at the site camp during work rotations (per company policy).
• A dynamic, safe and stimulating work environment.
• Competitive compensation, performance bonus and retirement plan.
• Group insurance and other benefits related to remote-site work.
• Eleonore mine site (fly-in, fly-out from Montreal, Chibougamau, Matagami, Rouyn-Noranda, Val D'Or and Wemindji)