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Bilingual Sr. IT Support Analyst

  • Employer: Felcom
  • City: Montréal
  • Job category: Information Technology
  • Job ID: J0518-0790
  • 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 Manager, IT Support, the Sr. IT Support Analyst receives help requests, assesses their impacts on users (on-site or via helpline), determines likely causes, and ensures that necessary action is taken to resolve issues. They are required to manage, prioritize and answer service desk calls and e-mails in courteous and professional manner; resolve very technical and urgent business issues; sort and assign incident levels to tasks/tickets and reassign calls to the 3rd Level Support when required. Depending on the situation, they may arrange for intervention by the appropriate support team(s) or consult them to obtain information needed to resolve the problem. The Senior IT Support Analyst also helps install and configure business applications used throughout the organization, and may carry out programming assignments in conjunction with technology projects. Responsible for providing after-hours support to ensure availability of technical environments when required.

The successful candidate must have the ability to work in a dynamic work environment with little or no supervision. Must be able to research and solve problems and spearhead small to large initiatives while maintaining our overall service level objectives.

o Lead and guide in the answering and logging all service desk requests promptly.
o Provide triage and resolve second line support requests.
o Assist and lead in the diagnosing and troubleshooting.
o If unable to resolve the incident, escalate and drive the incidents to 3rd level support, and management.
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 Complete application, OS patching and updates deployment throughout the enterprise.
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.
o Work with vendors and service providers.


o 8-10 years’ experience in IT support with 3-5 years of level 2 technical support experience.
o Post secondary education in information technology and appropriate industry accreditation or certification i.e. ITIL, MCP / MCSA; etc.
o Strong analytical and technical skills, preferably with an ITIL framework.
o Excellent verbal and written communication skills and fully bilingual (French / English) is required.
o Exceptional customer service skills and a professional phone manner.
o Experience within the financial services industry and knowledge of financial business applications.
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 Ability to research, evaluate, initiate tasks and recommend new products, services, tools, technologies and equipment.
o Work independently and as part of a team on various ongoing tasks.
o Must be able to work in a very fast paced environment & multi-task.
o Must be punctual, reliable, and self reliant.
o Must be able to complete duties as assigned by Manager.
o Must have experience mentoring a small team.

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.