Senior Technical Support Specialist

YOUR ROLE

Squeeze is looking for a Senior Technical Support Specialist to provide on-site IT support at the Quebec City studio. This role ensures user support and technical consistency between the Quebec City and Montreal locations.

The person in this role will manage the ticket queue, support the local infrastructure (network, Wi-Fi, security), and assist with critical physical archiving operations.

We are looking for an independent and meticulous individual with a service-oriented mindset to work within a creative environment.

YOUR MAIN RESPONSIBILITIES

• Managing the entire ticket queue (qualification, prioritization, and tracking) for day-to-day local technical support (access, software, workstations, peripherals, printers, Wi-Fi);

• Ensuring the rapid escalation of major incidents and document all interventions until resolution;

• Install, connect, and maintain all local physical equipment (workstations, MacBook Pros, monitors, peripherals, and meeting room equipment);

• Managing equipment setup and decommissioning (onboarding/offboarding) and keep the local inventory up to date;

• Manage the full onboarding and offboarding cycle;

• Validate hardware and software requirements and support access configuration (Google Workspace, HP Anyware, Leostream, Mattermost);

• Providing Level 1 support for access to Montreal production workstations via HP Anyware/PCoIP and Leostream;

• Determine whether issues originate from the user’s workstation, the local network, or a centralized service before escalating;

• Ensuring the technical availability and proper functioning (pre-checks and rapid response) of conference rooms and the screening room, including all audiovisual (AV) equipment;

• Providing Level 1 support for the local infrastructure (basic troubleshooting of wired/Wi-Fi networks and network jacks);

• Performing Level 1 monitoring of local security cameras and report recurring issues to the Montreal IT team;

• Executing physical tape archiving operations (tape drive/tape library) with absolute precision;

• Load, remove, and label tapes; follow Veeam runbooks; and clearly document all operations performed;

• Maintaining technical documentation of local procedures and configurations;

• Working closely with the Montreal IT team to ensure consistent support and propose concrete improvements to practices.

YOU ARE 

• Organized;

• Self-motivated;

• Meticulous;

• Good communicator;

• Able to work under pressure;

• Analytical;

• Able to solve complex problems;

• Bilingual in French;

• Advanced English.

YOU HAVE

• +5 years of experience in a technical support role;

• Solid experience with Level 1 and Level 2 support;

• Excellent customer service skills and strong interpersonal skills;

• Good knowledge of Linux at the user or support level;

• Good knowledge of Windows and macOS environments;

• Practical knowledge of basic network troubleshooting: wired connectivity, Wi-Fi, IP addressing, DNS, DHCP, and connectivity tests;

• Experience with printers, peripherals, conference rooms, and audiovisual equipment.