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Jr. IT Support Analyst

  • Employer: Felcom
  • City: Toronto
  • Job category: Information Technology
  • Job ID: J0518-0838
  • 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.


You want to solve IT problems and to support your client? This is an opportunity for you to join our team as a Jr. IT Support Analyst. The successful candidate will be part of a dynamic work environment with direct supervision from the Tier 1 Team Lead. The candidate must be able to provide exceptional customer service through our call center and triage ticket requests using our Ticketing system platform while maintaining our overall service level objectives.
•Be available to respond to calls in our call center.
•Log all Service Desk requests promptly.
•Assign the proper categories, SLA, priority and applicable labels to each ticket service request.
•Provide triage and resolve tier 1 support requests within no longer than 15 minutes.
•Escalate tickets with proper notes when the technical scope is out of range.
•Work on a rotating schedule with the on-site Tier 1 team to perform hands-on work at end-users’ workstations, informally knows as the “runner”.
•Prioritize requests and follow-up on resolution and update tickets/customers.
•Maintain Tier 1 related documentation and knowledgebase.
•Able to work independently and as part of a team on various routine tasks.
•Meet objectives of service levels and response time to increase the efficiency and effectiveness of our team.

This is a great opportunity to join a result driven team and to develop your expertise in IT.


•Excellent verbal and written English communication skills, Bilingual French/English is an asset
•Exceptional customer service skills and phone manners
•1-2 years of Technical support experience, with strong analytical and technical skills
•Completion of post secondary education in IT or a related field.
•Having work experience in a structured call centre environment preferably with an ITIL framework
•Entry level Computer and Networking troubleshooting skills
•Intermediate MS Office and BackOffice Skills on multiple versions
•Knowledge of Citrix, Exchange, AD, Virtualization, BES, SQL
•Network Connectivity experience and basic LAN Administration knowledge an asset

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.