Help Desk Technician

Location: Vancouver is preferred but would be open to candidates across Canada Way of Working: This position requires to work from the office twice a month (subject to company policy) Language: Bilingualism in French and English is required Status: Permanent, Full time

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

• Intermediate level of English and French, as you will be answering service calls and resolving IT issues with unilingual English or French speaking colleagues in Canada and the United States on a daily basis.

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.

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)

What iA Offers:

• We value and encourage our employees to have a good work life balance and so on top of vacation we offer Personal Leave Days as well as a Wellness Days Program

• You know how you best work and our Hybrid Working model allows you to determine what work environment would be most optimal, whether it means working from home or from one of our many offices

• To encourage an active and healthy lifestyle, we have a generous Wellness Plan that covers physical activity and wellness expenses.

• A Medical and Dental plan for our employees and their dependents as well as a Health Spending Account to cover costs not covered by our plan

• A Defined Benefit Pension plan to take care of you in retirement.

• A home office equipment program to ensure that you have the best working environment.

• Participation in our Share Purchase Plan

• Your development and continuous improvement are important to us! We offer an Education Assistance Program to ensure you have the tools and knowledge to grow your career here at iA.

Compensation:

The typical hiring range for this position is from $50,000 to $55,000 per annum; the base pay offered is based on location and may vary depending on skills, job-related knowledge, experience, and internal equity. At iA, we are committed to a fair, market-based and equitable compensation structure. Our market data is refreshed on an annual basis to reflect the most current market conditions.

If you have any further questions regarding this great opportunity please feel free to reach out on Linkedin to Nicole Lum, Talent Acquisition Consultant: https://www.linkedin.com/in/nicole-marie-lum-b-comm-cphr-398b7513/