Senior IT Technician, Privileged IT Access Service

Build the future with us

Are you passionate about technology and looking to grow in an environment where speed, reliability and service quality are essential?

As a Senior IT Technician, Privileged IT Access Service, you will play a key role in providing advanced, personalized and confidential technology support to a targeted group of users operating in critical and strategic environments.

You will proactively provide users with hands-on support, both remotely and on-site, while acting as a trusted technology advisor to maximize their productivity and peace of mind, as well as the security and continuity of their operations.

What you will accomplish with us

• Handle requests received through the dedicated phone line and quickly provide appropriate technical solutions.
• Support users in adopting and making optimal use of IT tools, including during onboarding.
• Provide support in offices, at events, in IT areas or at any other location as required.
• Collaborate with infrastructure, security and application teams to accelerate incident resolution.
• Act as the primary point of contact, provide personalized follow-up and document interventions.
• Serve as a technical resource for colleagues and contribute to knowledge sharing.
• Recommend improvements to processes, ways of working and the user experience.
• Coordinate with related teams on complex or high-priority requests.

What could accelerate your success in this role

We are looking for someone who:

• Has a minimum of five years of relevant experience in information technology.
• Has advanced experience in Level 2 or Level 3 troubleshooting, access management, IT security and equipment configuration.
• Is recognized for their expertise in Windows, macOS, iOS and Android environments, as well as Microsoft 365, Teams and SharePoint.
• Has a strong command of the analytical processes required to resolve complex, new or unprecedented situations.
• Is able to positively influence the effectiveness of their team and related teams.
• Demonstrates excellent interpersonal skills and communicates with tact, diplomacy and professionalism.
• Delivers exceptional service through an empathetic, discreet, proactive and solution-oriented approach.
• Is able to manage urgent or critical situations with diligence, composure and professionalism.
• Demonstrates autonomy, teamwork, technological curiosity and a commitment to continuous learning.
• Has an advanced level of proficiency in both French and English, as the person in this role will be required to interact daily, both verbally and in writing, with unilingual English-speaking clients.
• Has significant customer service experience, particularly in high-touch or strategic support environments.

Assets

• Hands-on technical support experience in the financial sector, including financial markets and trading environments, with experience using Bloomberg and other specialized platforms.
• Experience providing support for both corporate and personal devices, based on the applicable service level.
• Experience providing support in private residences or while travelling within Canada or internationally.
• Experience with proactive equipment maintenance and accelerated equipment replacement.
• Experience providing personalized support aimed at ensuring business continuity and minimizing disruptions.

Working conditions

• Planned schedule for 2026: Monday to Friday, from 7:30 a.m. to 3:30 p.m. Eastern Time or from 8:00 a.m. to 4:00 p.m., with a rotating one-week on-call period from Monday to Friday, from 4:00 p.m. to 8:00 p.m., with compensation.
• Planned transition to a 24/7 rotating service model starting in 2027.
• A valid driver’s licence and access to a vehicle are required.
• Travel within Canada or internationally may be required.
• Hybrid position, with in-office presence based on operational needs.
• Two days of remote work permitted and three days in the office.
• Flexibility is required to respond to urgent or critical situations.

Apply now and take charge of your career, where your talent truly matters!

Hesitant to apply?

At iA, we believe in potential and value diverse experiences. If this role inspires you, take the leap and apply. Your place may be with us, and we want to get to know you!

The typical hiring range for this position is between $66 862 and $96 093; the base salary may vary depending on knowledge, skills, years of experience, and internal equity.