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Senior Technical Support Specialist
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At Intact Financial Corporation, we're looking for a highly skilled and motivated Senior Technical Support Specialist to join our Service Delivery team. As a key member of our team, you'll be responsible for providing top-notch technical support to end-users, ensuring seamless service delivery and promoting technology solutions that meet their needs.
Responsibilities- Assess and troubleshoot complex technical issues related to Windows and Apple computers, mobile devices, applications, peripherals, audio-visual equipment, and networking components.
- Provide timely and effective support to end-users, including repair, replacement, and installation of equipment, incident escalation, and ticket resolution.
- Identify and diagnose problems, prioritize incoming IT Service Requests, and collaborate with IT teams to tackle complex technical challenges.
- Maintain service standards, check progress on referred problems, and keep users informed.
- Update the knowledge base with solutions to current problems to facilitate future resolution of similar issues.
- Participate in the continuous improvement of the service by identifying opportunities for improvement and proposing changes.
- Diploma in IT or related field with 1-3 years of experience in IT, preferably as a help desk technician or service desk.
- Understanding of ITIL methodologies and experience working in a Service Now ticketing system.
- Solid understanding of networks, platforms, products, and IT tools, and how they interact to deliver services to end-users.
- Ability to diagnose and resolve a variety of technical issues, with a passion for problem-solving and customer service.
- Team-oriented mindset with an openness to constructive feedback and bilingualism (French and English) for regular interaction with English-speaking clients and colleagues across Canada.
- A financial rewards program that recognizes your success, including a competitive salary range of $65,000-$85,000 per year, depending on experience.
- An industry-leading Employee Share Purchase Plan with a 50% match of net shares purchased.
- An extensive flex pension and benefits package, virtual healthcare access, flexible work arrangements, and a possibility to purchase up to 5 extra days off per year.
- An annual wellness account promoting an active and healthy lifestyle, access to physical and mental health resources, and a dynamic workplace learning ecosystem.
We value diversity and strive to create an inclusive, accessible workplace where all individuals feel valued, respected, and heard. If we can provide a specific adjustment to make the recruitment process more accessible for you, please let us know when we reach out about a job opportunity.
