Quick outline:

• Answering IT support calls for internal staff
• Supporting users via phone
• Supporting users in a remote work environment (connectivity from home and remote meeting applications such as MS Teams and WebEx)
• Good knowledge of Windows 10 and 11 operating systems
• Good knowledge of Microsoft Office 365
• Knowledge of ITIL framework an asset
• Minimum 2 years experience
• Bilingual (French and English)
• Would be required to be in the office, remote work in rotation is also possible.

Description 

Committed to offering a superior experience to its employees, iA Financial Group is looking for IT Technicians to continue to develop its IT service center in Quebec, Montreal, Toronto or Vancouver. 

Passionate about computers, you like direct contact with users and, above all, finding concrete solutions to help them. In a dynamic team that offers excellent opportunities for personal development, come and take a permanent position that will give you many benefits!  

Roles and Responsibilities 

• Be the front line to respond to questions and service requests from users 
• Advise the requestor on best practices 
• Consult or involve appropriate IT teams aiming at obtaining the essential answers for resolution. Escalate as needed according to established procedures 
• Help identify causes of problems and conduct the necessary actions to restore the situation back to normal 
• Contribute to the exchange of knowledge and continuous improvement within the team 

Target profile 

• A passion for customer service, continuous improvement, building relationships with others and collaboration by phone
• Ability to handle multiple priorities at the same time 
• Knowledge of office computing tools and applications (hardware, software, online) 
• Knowledge of ITIL framework (an option) 
• Knowledge of the insurance and financial services industry (an option)

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