IT Support Engineer L1

About the role

Brenntag is looking for an IT Support Engineer L1 in Chandler. The role covers first-line technical support for end users, troubleshooting Windows and network issues, and handling support tickets through a ticketing system.

Key responsibilities

• 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 such as password resets, account unlocks and user provisioning
• Support onboarding and offboarding, including equipment setup and decommissioning
• Log, track and manage support requests and incidents in the ticketing system (ServiceNow, Jira Service Management or equivalent)
• Document troubleshooting steps, resolutions and recurring issues, and escalate unresolved issues to Level 2/3 support
• Maintain the internal knowledge base
• Deliver courteous, clear support to users in person, by phone, email and remotely, set user expectations and follow up on open tickets

Required profile

• High school diploma or GED required; associate's or bachelor's degree in IT, Computer Science or a related field preferred (IT licenses or experience also count)
• 1-2 years of experience in a help desk, IT support or desktop support role
• Strong verbal and written communication skills and the ability to explain technical concepts to non-technical users
• Patient, empathetic and professional under pressure, with good time management and self-motivation
• Bilingual (English/French) is a plus for the Montreal location

Required skills

• Windows 10/11 troubleshooting; macOS experience a plus
• Ticketing platforms such as ServiceNow, Jira, Zendesk or Freshdesk
• Familiarity with Microsoft 365 (Outlook, Teams, SharePoint, OneDrive)
• Basic networking concepts (DNS, DHCP, TCP/IP, VPN) and remote support tools (TeamViewer, AnyDesk, Remote Desktop)
• CompTIA A+, Network+ or ITIL Foundation certification is an additional qualification

What we offer

• Individual development, on-the-job training and career development programs
• Paid parental leave
• Education assistance program and employee assistance program
• Healthcare plan options and 401(k)