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Analyste des Opérations de TI / IT Operations Analyst

Montréal, Quebec, Canada

Vous souhaitez vous joindre à l’un des gestionnaires d’actifs les plus performants au Canada? Nous sommes à la recherche d’un analyste des opérations de TI pour notre équipe des systèmes d’information. Dans le cadre de vos fonctions, vous fournirez un soutien technique de niveau 1 et de niveau 2 aux utilisateurs locaux et à distance, contribuerez aux initiatives de gestion des connaissances et de documentation, et soutiendrez les projets technologiques en cours à l’échelle de l’organisation. Si vous êtes axé sur le service, si vous aimez résoudre des problèmes techniques, si vous vous épanouissez dans un environnement collaboratif et si vous avez à cœur d’offrir une expérience utilisateur final exceptionnelle, cela pourrait être la prochaine étape importante de votre carrière. Nos bureaux fonctionnent actuellement selon un modèle hybride combinant des jours de travail au bureau et des jours de travail à distance tout au long de la semaine. Ce poste est principalement basé à notre bureau de Montréal.

Ce que vous ferez

  • Résoudre les problèmes liés au soutien technique de niveau 1 et de niveau 2 liés aux appareils, aux applications et à la connectivité des utilisateurs finaux; transmettre à un échelon supérieur, s’il y a lieu.
  • Offrir un soutien technique à distance et en personne aux utilisateurs finaux.
  • Assurer la coordination avec les utilisateurs finaux pour fournir des mises à jour en temps opportun et résoudre les problèmes techniques.
  • Suivre les procédures d’exploitation et les processus de soutien établis pour assurer une prestation de services uniforme.
  • Créer, tenir à jour et améliorer la documentation technique et les articles de la base de connaissances.
  • Élaborer des guides d’utilisation et du matériel de formation pour soutenir l’adoption de la technologie et l’efficacité de l’utilisation.
  • Offrir un service à la clientèle de haut calibre et contribuer à une expérience utilisateur final positive.
  • Participer aux activités de l’équipe et contribuer aux initiatives d’amélioration continue du service.
  • Repérer des occasions d’améliorer l’efficacité opérationnelle et de simplifier les processus de soutien.
  • Soutenir les projets, les déploiements et les initiatives opérationnelles des systèmes d’information, au besoin.
  • Travailler au bureau de Montréal et offrir une couverture de soutien souple au besoin.

Ce que vous apportez

  • De quatre à cinq ans d’expérience dans la prestation de services de soutien technique de niveau 1 et de niveau 2 dans un environnement d’entreprise.
  • Diplôme en informatique, en technologies de l’information ou dans un champ connexe.
  • Solide expérience du soutien des environnements Microsoft 365, Entra ID, Azure, Intune et Windows.
  • Expérience de l’administration de SharePoint et de OneDrive.
  • Connaissance du bureau virtuel Azure et des environnements de bureau virtualisés.
  • Expérience reconnue de la création et de la mise à jour de documents techniques et d’articles de connaissances.
  • Excellentes compétences en dépannage, en analyse et en résolution de problèmes.
  • Solides compétences en communication et en service à la clientèle et capacité à soutenir les utilisateurs à tous les niveaux de l’organisation.
  • Capacité d’évaluer les problèmes en fonction de leur incidence et de leur gravité et de déterminer les mesures appropriées de résolution ou de transmission à un échelon supérieur.
  • Grand souci du détail et engagement à documenter à fond les incidents.
  • Capacité de travailler de façon autonome, de gérer des priorités concurrentes et de travailler efficacement dans un environnement dynamique.
  • Certifications Microsoft ou Azure, un atout.
  • Connaissance des pratiques et des principes de gestion des services d’ITIL, un atout.

 

Interested in joining one of Canada's top performing asset managers? We are looking for an IT Operations Analyst to join our Information Systems team. In this role, you will provide Tier 1 and Tier 2 technical support to local and remote users, contribute to knowledge management and documentation initiatives, and support ongoing technology projects across the organization. If you are service-oriented, enjoy troubleshooting technical issues, thrive in a collaborative environment, and are passionate about delivering an exceptional end-user experience, this could be the next great step in your career. Our offices currently operate on a hybrid model with a combination of in-office and remote working days throughout the week, with this role based primarily in our Montreal office.

What You Will Do

  • Resolve Tier 1 and Tier 2 technical support issues related to end-user devices, applications, and connectivity, escalating where appropriate.
  • Provide both remote and in-person technical support to end users.
  • Coordinate with end users to provide timely updates and resolution of technical issues.
  • Follow established operating procedures and support processes to ensure consistent service delivery.
  • Create, maintain, and enhance technical documentation and knowledge base articles.
  • Develop user guides and training materials to support technology adoption and user effectiveness.
  • Deliver a high standard of customer service and contribute to a positive end-user experience.
  • Participate in team activities and contribute to continuous service improvement initiatives.
  • Identify opportunities to improve operational efficiency and streamline support processes.
  • Support Information Systems projects, deployments, and operational initiatives as required.
  • Work from the Montreal office and provide flexible support coverage when required.

What You Bring

  • 4-5 years of experience providing Tier 1 and Tier 2 technical support in a corporate environment.
  • Degree or diploma in Computer Science, Information Technology, or a related field.
  • Strong experience supporting Microsoft 365, Entra ID, Azure, Intune, and Windows environments.
  • Experience administering SharePoint and OneDrive.
  • Knowledge of Azure Virtual Desktop and virtualized desktop environments.
  • Demonstrated experience creating and maintaining technical documentation and knowledge articles.
  • Excellent troubleshooting, analytical, and problem-solving skills.
  • Strong communication and customer service skills with the ability to support users at all levels of the organization.
  • Ability to assess issues based on impact and severity and determine appropriate resolution or escalation paths.
  • Strong attention to detail and commitment to thorough incident documentation.
  • Ability to work independently, manage competing priorities, and perform effectively in a fast-paced environment.
  • Microsoft and/or Azure certifications are considered an asset.
  • Familiarity with ITIL practices and service management principles is considered an asset.

#LI-Onsite#LI-SM2

For a closer look at how you can build your career with us, we invite you to explore cclgroup.com.  

CC&L Financial Group is committed to creating a diverse and inclusive environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to gender, ethnicity, religion, sexual orientation or expression, disability, or age.  

Your application will be reviewed by a member of the hiring team - AI is not used in the screening, assessment or selection of applications at this time.  

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