IT Specialist (Level 2)

There is a place for you!

Cain Lamarre is the best-established and one of the largest law firms in Quebec. With 15 offices and 550 resources, including nearly 300 legal professionals, lawyers, and notaries active in all areas of law, combined with deeply rooted values that put people first, we can offer you a stimulating career in a welcoming environment.

PROFILE

Cain Lamarre is seeking an IT Specialist to provide second-level technical support to end users and Level 1 technicians. This includes advanced troubleshooting, sustainable incident resolution, platform management, and contributing to continuous improvement, while ensuring the security, reliability, and compliance of technological systems.

The selected candidate stands out for their rigor and strong organizational and prioritization skills, enabling them to manage multiple tasks simultaneously. Versatile and highly customer-service oriented, they enjoy working as part of a team and contributing meaningfully to the success of the office.

KEY RESPONSABILITIES

Main Responsibilities (60–90%)

• Handle complex incidents and requests escalated by Level 1 (L1) technicians; perform in-depth diagnostics and ensure long-term resolution, with complete documentation in accordance with the KCS (Knowledge-Centered Service) methodology
• Support and coach L1 technicians; provide on-site assistance and perform L1 tasks when required (cross-level coverage)
• Administer technology platforms (Active Directory, Azure Active Directory, Exchange, Intune, ConfigMgr, backups, monitoring, etc.); draft and maintain operational procedures (SOPs/runbooks)
• Assume primary ownership of several applications or systems (based on skills), designate backups, and ensure compliance (updates, access controls, licensing, documentation, and service commitments)
• Participate in change management and technical governance (CAB); enforce security and compliance policies

Other Responsibilities (10–40%)

• Participate in improvement projects (security, automation, optimization); develop tools and scripts (PowerShell, Python) to improve reliability and automate operations
• Contribute to continuous improvement initiatives (root cause analysis, recurrence prevention); enrich the knowledge base and train L1 technicians
• Ensure technology watch and propose innovative solutions

Application and Systems Ownership

• Evolving assignment (no minimum or maximum), based on skills, with designated primary and backup resources
• Full responsibility for proper operation, updates, licensing, documentation, and adherence to service commitments (SLA/SLO)

Processes and Responsibilities (ITIL)

• Apply processes defined by the ITIL (Information Technology Infrastructure Library) framework: incident, request, problem, change, asset, access, and knowledge management
• RACI roles (Responsible / Accountable / Consulted / Informed): Level 2 as “Responsible” for problems “Authorized” for incidents and requests “Consulted” or “Informed” for other processes

SKILLS AND QUALITIES SOUGHT

• College diploma (DEC) in Computer Science or equivalent experience
• ITIL Foundation certification (required)
• ITIL Practitioner or security certification (e.g., Microsoft Certified Security) (recommended)
• Excellent command of the French language, both spoken and written
• Strong expertise with Microsoft platforms (Active Directory, Azure AD, Exchange, Intune, ConfigMgr), scripting (PowerShell, Python), and advanced security
• In-depth knowledge of information technologies (systems, networks, security, automation)
• Experience within a professional services firm, an asset
• Outstanding customer service and collaboration skills
• Technical leadership, autonomy, strong organizational skills, rigor, and attention to detail
• Ability to work under pressure and meet deadlines
• Strong multitasking ability, adaptability, team spirit, and mentoring mindset

BENEFITS 

• Group insurance paid in part by the employer
• Group pension plan with employer contribution
• Telemedicine and Employee and Family Assistance Program
• Annual health and wellness reimbursement program

*All applications will be treated confidentially. Only candidates selected for interviews will be contacted.