IT Technical Advisor I

7 months ago

Vancouver, Canada Intact Full time

Our employees are at the heart of what we do best: helping people, businesses and society prosper in good times and be resilient in bad times. When you join our team, you’re bringing this purpose to life alongside a passionate community of experts.

Feel empowered to learn and grow while being valued for who you are
- here, diversity is a strength. You have our commitment to support you in reaching your goals with tools, opportunities, and flexibility. It’s our employee promise.

Our hybrid work model provides the balance between working from home and enjoying meaningful in-person interactions.

Read on to see how you can shape the future, win as a team, and grow with us.

**About the role**

We’re looking for an **IT Technical Advisor I **to join our growing team

**What you'll do here**:

- Act as a technical consultant to users, analyze needs, work on reference tools and proceed with the recommended implementation approach of processes and tools needed for the proper functioning and integrity of technological operations.
- Follow up on requests using service management tool and change control procedures to guarantee complete resolution of problems, reduction of incidents or accelerate incident recovery time.
- Under general direction, plan, install, configure and upgrade software components by following company standards to enable optimal use of computer tools.
- Collaborate with MSPs to perform regular system updates, patches, and upgrades to maintain system health and security.
- Collaborate with MSPs to oversee desktop support, ensuring prompt resolution of end-user issues.
- Monitor system performance and troubleshoot issues proactively to minimize downtime.
- Embrace change, support vision, direction and collaboration with team members.
- Assist IT Manager with a variety of tasks (ordering, onboarding, projects, workflow management, etc.) as needed.
- Travel to and work from the various Intact locations as required.

**What you bring to the table**:

- University degree/College diploma in related field or any combination of equivalent education and experience.
- 1-3 years experience in the end-user technical domain of expertise, supporting end-user services, products and solutions.
- One year of experience in all aspects of IT Incidents and Problem Management activities.
- Proficiency in managing Microsoft 365 Business Premium/E3/E5, Windows 10/11, and Windows Server.
- Experience in AWS Workspaces environments is advantageous.
- Experience collaborating with MSPs for desktop support and system management.
- Understanding of ITIL methodologies, ITIL® v3 Certification desirable.
- Relevant certifications (e.g., Microsoft Certified: Azure Administrator Associate) are a plus.
- A sound understanding of networks, platforms, products and tools, and how these interact, how they deliver services to end users, and how they relate existing measurements and indicators.
- Demonstrated ability for end-user support and customer service skills and can manage client expectations.
- Demonstrated ability to respond promptly, thoughtfully and effectively to changing priorities and situations.
- Superior knowledge of the Problem Management Process.
- Demonstrated leadership and coordination skills combined with the ability to create and maintain a sense of urgency across all resolver groups, and to drive and resolve incidents in a high-pressure, dynamic, real-time environment.
- Strong problem-solving capabilities and can work quickly and maintain a methodical and calm approach while working under stressful situations.
- Excellent group communication skills such as leading discussions, briefing sessions, forums, and telephone conferences.
- Capacity to influence outcomes, attain results, drive issues to closure, set high standards of performance and pursue challenging goals.
- No Canadian work experience required however must be eligible to work in Canada.

$70 200,00 - $105 400,00

**What we offer**

Working here means you'll be empowered to be and do your best every day. Here is some of what you can expect as a permanent member of our team:

- A financial rewards program that recognizes your success
- An industry leading Employee Share Purchase Plan; we match 50% of net shares purchased
- An extensive flex pension and benefits package, with access to virtual healthcare
- Flexible work arrangements
- Possibility to purchase up to 5 extra days off per year
- An annual wellness account that promotes an active and healthy lifestyle
- Access to tools and resources to support physical and mental health, embracing change and connecting with colleagues
- A dynamic workplace learning ecosystem complete with learning journeys, interactive online content, and inspiring programs
- Inclusive employee-led networks to educate, inspire, amplify voices, build relationships and provide development opportunities
- Inspiring leaders and colleagues who will lift you up and help you grow
- A Community Impact program, because what

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