Role: Technology Service Lead, L3 Support
Location: Montreal/Toronto
Summary
We are seeking a customer-focused and technically skilled L3 Technical Analyst to provide exceptional support to employees across corporate environments.
The Technology Service Lead, L3 Support, within the Application & Collaboration Experience Service Group is responsible for the operational leadership, administration, support, and continuous improvement of GreenShield's collaboration and productivity technology ecosystem.
The role moves beyond reactive support by performing root cause analysis, implementing platform enhancements and automation, and partnering with service leads, IT support teams, vendors, security, architecture, and business partners to reduce friction, improve employee productivity, and sustain an experience-led, AI-enabled digital workplace.
Working closely with business stakeholders, vendors, and technology teams, the Service Lead drives service excellence, operational stability, adoption, and continuous improvement across enterprise collaboration tools and business-critical applications, enabling employees to work effectively, securely, and efficiently.
Roles & Responsibilities
1. Advanced Technical Support – 30%
- Deliver advanced technical analysis, troubleshooting, and resolution for complex incidents, escalations, and service-impacting issues across the assigned service group, ensuring high-quality recovery and reduced disruption for employees.
2. Root Cause Analysis – 25%
- Conduct root cause analysis, identify repeat issues and patterns, and implement permanent fixes, configuration changes, knowledge updates, or escalation recommendations to improve stability and prevent recurrence.
3. Platform Enhancements & Automation – 20%
- Implement platform enhancements, automation, reporting, and operational improvements that reduce manual effort, improve service efficiency, and support AI-enabled and self-service delivery.
4. Technology Roadmaps & Platform Support – 15%
- Support and implement technology roadmaps for the assigned service group, including upgrades, patching, packaging, deployment, performance monitoring, documentation, platform health, obsolescence management, and controlled change execution.
5. Collaboration & Continuous Improvement – 10%
- Collaborate with Technology Service Leads, IT support, DEX, security, architecture, vendors, and business stakeholders to prioritize improvements, update knowledge, support adoption, and translate employee experience insights into technical action.
Education
Minimum Required:
- Post-secondary education in Information Technology, Computer Science, Systems Administration, or a related field, or equivalent work experience.
Preferred:
- Diploma or degree with specialization in workplace technology, endpoint management, cloud services, automation, or service management.
Certifications or Designations
Minimum Required:
- ITIL Foundation or equivalent service management knowledge.
Preferred:
- Microsoft 365, Intune, Entra ID, endpoint management, automation, Power Platform, or relevant vendor certifications aligned to the assigned service group.
Experience
Minimum Required:
- 3+ years of experience in workplace technology, endpoint support, systems administration, application support, ITSM, or technical service delivery.
Preferred:
- 5+ years of experience in advanced troubleshooting, platform support, automation, lifecycle management, and cross-functional technology delivery in a complex enterprise environment.
Knowledge
- Working knowledge of one or more Workplace Technology Experience Service groups: Device & Endpoint Experience, Application & Collaboration Experience, Access & Workplace Experience, Mobility Experience, or Automation & Service Optimization.
- Understanding of ITSM practices, incident escalation, root cause analysis, change management, knowledge management, security and compliance requirements, employee experience metrics, and service reliability principles.
Skills
- Advanced technical troubleshooting, data analysis, scripting or automation, documentation, stakeholder communication, vendor coordination, platform configuration, testing, release support, and translating operational insights into practical improvements.
Abilities
- Analyze complex problems, work independently and collaboratively, prioritize based on business and employee impact, execute controlled changes, maintain service reliability, support continuous improvement, and communicate clearly with technical and non-technical stakeholders.
Must-Have Skills & Qualifications
- Prior experience providing end-user technical support in a corporate, healthcare, retail, or managed services environment.
- Strong troubleshooting experience supporting Windows 11 desktops and laptops.
- Experience supporting Microsoft 365 applications including Outlook, Teams, OneDrive, Copilot, PowerBI, and SQL Server.
- Strong customer service and communication skills with the ability to explain technical concepts to non-technical users.
- Ability to prioritize competing requests and work independently in a fast-paced environment.
- Valid G driver's license and ability to travel between office, clinic, and pharmacy locations as required.
Physical Requirements
- Ability to safely lift, carry, and move IT equipment weighing up to 50 pounds.
- Perform workstation deployments, desk setups, and hardware installations in office environments.
- Assist with office relocations, desk moves, technology refreshes, and equipment transfers between locations.
- Ability to work under desks, connect cabling, install monitors, docking stations, and peripheral equipment as required.
- Occasional travel between office or pharmacy locations may be required to support operational needs.
