IT Support Engineer L1

Your Role KEY RESPONSIBILITIES Technical Support & Troubleshooting Troubleshoot software problems across the Windows environment, including OS-level issues, application errors, and configurations Assist with network connectivity issues (Wi-Fi, VPN, LAN) Perform basic Active Directory tasks: password resets, account unlocks, user provisioning Support onboarding and offboarding processes including equipment setup and decommissioning Ticketing & Documentation Log, track, and manage all support requests and incidents in the ticketing system (ServiceNow, Jira Service Management, or equivalent) Accurately document troubleshooting steps, resolutions, and recurring issues Escalate unresolved or complex issues to Level 2/Level 3 support with full documentation Contribute to and maintain the internal knowledge base Customer Service & Communication Deliver courteous, clear, and professional support to end users in person, via phone, email, and remote tools Set and manage user expectations regarding resolution timelines Follow up on open tickets to ensure user satisfaction and timely closure Act as a calm, reliable point of contact during technical disruptions Your Profile Education & Experience High school diploma or GED required; Associate's or bachelor’s degree in IT, Computer Science, or related field preferred (We are flexible with this, the person can have IT licenses as well, or experience will count as well. 1–2 years of experience in a help desk, IT support, or desktop support role Equivalent combination of education and hands-on experience will be considered Skills Proficiency in troubleshooting Windows 10/11 environments; macOS experience a plus Hands-on experience with ticketing platforms (ServiceNow, Jira, Zendesk, Freshdesk, or similar) Familiarity with Microsoft 365 (Outlook, Teams, SharePoint, OneDrive) Basic understanding of networking concepts: DNS, DHCP, TCP/IP, VPN Experience with remote support tools (e.g., TeamViewer, AnyDesk, Remote Desktop) Strong verbal and written communication skills Ability to explain technical concepts clearly to non-technical users Excellent time management and ability to prioritize multiple open tickets Patient, empathetic, and professional demeanor under pressure Self-motivated with a desire to learn and grow within IT Additional Qualifications CompTIA A+, CompTIA Network+, or ITIL Foundation certification Bilingual (English/French) a plus for the Montreal location Experience in a corporate or enterprise IT environment Our Offer We aim to create an environment where the best people want to work, where they can turn their passion into their job and realize their full potential. Individual development, on-the-job training, and development programs designed to help our employees grow in their careers. Paid parental leave Education assistance program Employee assistance program Various healthcare plan options as well as 401(k) INTERESTED? We look forward receiving your application. Brenntag and its subsidiary companies will provide equal employment opportunities to all applicants without regard to any category protected by federal, state or local law, including as applicable, applicant’s actual or perceived race, color, religion, creed, sex, sexual orientation, gender identity or expression (including transgender status), gender (including pregnancy, childbirth, lactation and related medical condition), genetic information, military service, national origin, ancestry, citizenship status, age, veteran status, physical or mental disability, protected medical condition as defined by applicable federal, state or local law, political affiliation, marital status, membership in an employee organization, parental status, expunged juvenile record, or any other status protected by federal, state, or local law. Brenntag will provide reasonable accommodations to allow an applicant to participate in the hiring process (e.g., accommodations for a test or job interview) if so requested. When completing this application, you may exclude information that would disclose or otherwise reference your race, religion, age, sex, genetic, veteran status, disability or any other status protected by federal, state, or local law. This application is considered current for sixty (60) days only. At the end of this period, if you are still interested in employment, it will be necessary for you to reapply by completing a new application. If you are a qualified individual with a disability or a disabled veteran, you may request a reasonable accommodation if you are unable or limited in your ability to access job openings or apply for a job on this site as a result of your disability. You can request reasonable accommodations by contacting Human Resources at (phone, tty, fax, email, etc.). Brenntag provides equal employment opportunities to qualified applicants and employees of all backgrounds and identities to create a workplace where difference is valued because it forms a resilient and more innovative organization. We do not discriminate on the basis of age, disability, gender identity, sexual orientation, ethnicity, race, religion or belief, parental and family status, or any other protected characteristic. We welcome applications from women, men and non-binary candidates of all ethnicities and socio-economic backgrounds. Brenntag TA Team