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Senior IT Support Analyst

  • Employer: Felcom
  • City: Toronto
  • Job category: Information Technology
  • Job ID: J0418-0361
  • Job type: Regular full time

Company Overview

A member of the iA Financial Group, Felcom Data Services Inc. provides fund accounting and transfer agency services to investment fund manufacturers. The company was incorporated in 1999 and is based in Toronto, Canada.


Under the supervision of the Team Manager, the Senior IT Support Analyst resolves help desk requests from users across the business, providing exceptional customer service on-site and via the helpline.

The Senior IT Support Analyst will manage, prioritize and answer Service Desk calls and e-mails in a courteous and professional manner; resolving very technical and urgent business issues; sorting and assigning incident levels to tasks/tickets and reassigning calls when required.
There will also be the opportunity to install and configure business applications, and occasionally carry out programming assignments in conjunction with technology projects.

To ensure technical availability at all times, some after-hours support may be required.

You will be joining a dynamic work environment, with the opportunity to work autonomously with little or no supervision. Key to the department’s success is the Analyst’s ability to research and solve problems, as well as spearhead small to large initiatives while maintaining overall service level objectives.

Specific Responsibilities:
o Lead and guide in answering and logging all Service Desk requests promptly.
o Provide triage and resolve second line support requests.
o Assist and lead in diagnosing and troubleshooting.
o When necessary, escalate incidents.
o Prioritize requests and follow-up on resolution and update tickets/customers.
o Act as the liaison between end users and the IT department.
o Maintain IT support documentation and end user documentation/knowledgebase.
o Work independently and as part of a team on various ongoing tasks.
o Maintain and administer policies when handling support issues to meet objectives of service availability and response time to increase efficiency and effectiveness.
o Follow Help Desk ticketing processes to triage, log, assign, escalate, and resolve problems reported.


The successful candidate will be comfortable working in a fast-paced environment, with the ability to coordinate multiple activities. Previous experience mentoring a small team is an asset, along with a willingness to share and demonstrate knowledge with fellow team members to improve services and support.

o Proven technical experience providing solutions in a financial technology environment.
o Ability to complete application, OS patching and updates deployment throughout the enterprise.
o Excellent verbal and written command of the English language. French is an asset.
o Exceptional customer service skills and phone manner.
o Ability to work with vendors and service providers.
o Punctual, reliable, and self reliant.
o Experience supporting Financial business applications.
o 3-5 years’ level 2 Technical support experience, with strong analytical and technical skills, preferably with an ITIL framework.
o Advanced Computer and Networking Troubleshooting Skills.
o Advanced MS Office and BackOffice Skills on multiple versions.
o Knowledge of Windows7 necessary.
o Knowledge of Jira (Equivalent Ticketing Systems), Exchange, AD, Airwatch, Mobile Devices.
o Network Connectivity experience and basic LAN Administration knowledge.
o Appropriate industry accreditation or certification i.e. ITIL, MCP / MCSA; etc.
o Comfortable and exposed to research, evaluate, initiate tasks and recommend new products, services, tools, technologies and equipment.
o Desirable qualities and aptitude for this position include technical competency, accountability, courtesy toward others, ability to learn, aptitude for teamwork.

iA Financial Group is committed to fostering a workplace that promotes diversity and inclusion. We can provide accommodation in our recruitment and selection processes to applicants with disabilities where required. Please contact me and I will work with you to meet your needs.

Working at iA Financial Group

We consider our employees to be our most important investment and we have a lot to offer them. Find out more about iA.

iA Financial Group is committed to having an equal access employment program and welcomes applications from women, visible minorities, Aboriginal peoples and disabled persons. Any use of the masculine form is to simplify the text and includes the feminine form.