IT Support Technician

Are you an experienced IT Technician that enjoys resolving a wide range of IT challenges? If so, this may be the perfect opportunity for you Cowan Insurance is seeking a highly motivated IT Support Technician - Tier 2 to join our successful and dynamic team.

We are looking for a passionate, results-driven individual with attention to detail who takes pride in a job well done. In this role you will be the escalation point for our Tier 1 Support Technicians, resolving complex issues related to user hardware, software, and security.

You will communicate directly with end users to learn specific details on the issue they are experiencing, working through various troubleshooting techniques to resolve. You will train and provide knowledge transfer to Tier 1 support technicians and offer support to Tier 3 (Infrastructure & Security) for incident management and projects.

**Qualifications**:

- MUST HAVE - previous IT support experience at Tier 1 or 2 levels.
- MUST HAVE - Strong analytical and problem-solving skills.
- A diploma in a recognized post-secondary program in computer technology or equivalent experience including, but not limited to: Windows 10'11, Microsoft Office 365, Microsoft Teams, Microsoft Azure and Endpoint Manager, Desktops, Laptops, iPhone, Printers, Desktop Scanners
- Excellent interpersonal, customer service, communication, and problem-solving skills
- Analytic behaviours to determine cause, resolution and potential trends in support issues raised.
- Collaborative abilities to work with vendors and peers to execute daily operations and special projects
- Excellent attention to detail, time management, planning, and organizational skills.
- Strong written and verbal communication skills allowing you to effectively engage with different personality types and levels throughout the organization.
- Ability to ensure proper recording, documentation and closure of technical issues utilizing our ticket software system - ManageEngine ServiceDesk Plus.
- Passion for learning and engaging with new ideas
- Ability to work independently with minimum supervision in a fast-paced environment
- Team player who shares knowledge, discoveries, ideas, challenges, and solutions with peers, Managers, and Executives

**Who we are**

Canadian-owned and operated, Cowan Insurance Group is a leading independent insurance brokerage and consulting operation, providing real value to our clients. With close to 500 employees operating out of 9 locations across Canada, we’re proud to have been named one of Canada’s Best Managed Companies since 2012.

We partner with leading national and international insurance companies to:

- deliver insurance and risk management solutions to businesses, organizations and individuals
- advise on and create retirement, group benefits, disability management and international benefits programs for employee groups.

We also offer wealth and asset management as well as financial and succession planning services to individuals, and specialize in property, casualty, and credit insurance.

What sets us apart?

**Be in good company**

Integrity matters. It drives our award-winning workplace culture and fuels our collective desire to help our clients, employees, and communities thrive.

**Challenge your thinking**

You're valued for your passion, drive and creativity. The pace is fast but the work is meaningful, interesting, and complex, just the way you like it.

**Grow together**

We believe in your potential. If you’re looking to develop your expertise with learning opportunities and mentoring, we’ll make that happen.

**Benefits and perks**
- Competitive salary
- Participate in our comprehensive pension and benefits plan on day one — no waiting period
- Company-matched Retirement Savings Plan
- Company-paid training and development courses
- Community involvement

**Are you interested?**

Send your cover letter and resume and share your unique story with us.

While we appreciate the interest of all applicants, we will contact only those selected for interviews. If you are an applicant with disabilities and require accommodations, please let us know at the time of our contact so that we may arrange for their provision.