Are you a problem solver who thrives in dynamic environments and enjoys working with people as much as technology? Birchwell Associates is looking for a skilled Line 2 IT Support Analyst to deliver both remote and onsite support for premium retail clients. Youll play a key role in maintaining service excellence and driving project success across diverse client environments. What Youll Do Provide second-line support across a variety of IT systems including Microsoft environments, M365, and network infrastructure Respond to service requests through our ticketing system, ensuring SLAs are consistently met Prepare, configure, and deploy systems for new projects such as store openings, migrations, and network installations Deliver tailored IT solutions to a diverse client base, including high-end retailers, healthcare, and fashion brands Perform occasional onsite installations and break-fix support Take part in the out-of-hours support rota Collaborate with internal teams and ensure smooth communication across all levels Keep accurate records of work, ensure ticket updates, and maintain configuration data in real time What Youll Bring Minimum 5 years hands-on IT support experience (L2 or higher) Strong knowledge of Windows Server (20122022), Windows 10/11, Azure, and Microsoft security practices Familiarity with service desk tools (e.g. ConnectWise) and ITIL frameworks Experience with EPOS and stock management systems (Retail Pro experience a plus) Fluent in both English and French (spoken and written) Excellent customer service and communication skills Ability to manage priorities independently and deliver high first-time fix rates Certifications in Microsoft or Cloud technologies (preferred) Nice to Have Experience with Retail Pro 9 and Prism (or willingness to become certified within 6 months) Background in supporting luxury retail or high-demand service environments Join a team where no two days are the same, and your initiative, technical know-how, and customer-first approach will be valued every step of the way.