Intermediate Helpdesk

smartTrade Technologies is a software publisher specializing in the trading and finance sector. Its clients primarily include investment banks, stock exchanges, brokers, and pension funds. smartTrade enables real-time computerized management of financial flows among these different stakeholders.

Joining smartTrade means becoming a part of an innovative and international company with offices in Aix-en-Provence, Paris, London, New York, Toronto, and Tokyo.

Skill development and career progression are top priorities at smartTrade, offering employees numerous opportunities for learning, advancement, and mobility. Sports and their values of teamwork, performance, and dynamism are integral to the company's culture.

About the Role

We are seeking an experienced and dedicated Intermediate Helpdesk & IT Systems Technician to join our Infrastructure Department in Canada. This pivotal role will be responsible for ensuring the smooth operation of our entire IT environment, providing expert technical support to our 40 local users, and actively contributing to the management of our network and server infrastructure. The successful candidate will replace a valued retiring employee, requiring a proactive, autonomous, and technically versatile individual ready to manage a hybrid support and systems administration workload.

Key Responsibilities

A. User Support & Operations (Helpdesk)

• Provide first- and second-level technical support to end-users (40 users) via phone, email, chat, and in-person, resolving issues related to hardware, software, networking, and peripherals.
• Manage the full lifecycle of IT service tickets, from initial logging and diagnosis through resolution and escalation, using our incident management system (Jira/ManageEngine).
• Install, configure, deploy, and maintain all end-user workstations (laptops, desktops) and mobile devices.
• Guide and train users on the effective use of computer systems, applications, and IT best practices.
• Maintain an accurate and up-to-date inventory of all internal IT assets, licenses, subscriptions, and renewal schedules.

B. Systems & Network Administration

• Administer and maintain core IT services, including Active Directory (AD) user accounts, group policies, and permissions.
• Manage and monitor server infrastructure, focusing on Windows Server and GNU/Linux environments.
• Perform routine maintenance, monitoring, backups, and restorations for critical systems.
• Manage and configure virtualization platforms (e.g., Proxmox).
• Contribute to the setup and maintenance of network components, including configuration of VyOS, BGP, IPSec VPN, and OpenVPN.

C. Security, Compliance & Documentation

• Implement and enforce IT security procedures, including managing user access rights, password policies, firewalls, anti-spam, and anti-virus solutions.
• Contribute to the overall coherence and security of the IT system landscape.
• Collaborate with the Infrastructure team to document support procedures, technical solutions, and system configurations.
• Vendor Management: Act as a technical liaison to external IT service providers and vendors, overseeing contracted work and ensuring service delivery.
• Participate in IT projects, managing defined resources and timelines, and ensuring clear communication with stakeholders.

Required Technical Skills (Tech Stack)

The ideal candidate must have demonstrated experience with the following:

• Operating Systems: Windows Server and GNU/Linux.
• Networking: Strong foundational knowledge; experience with advanced protocols like BGP, VyOS, and VPN technologies (IPSec, OpenVPN).
• Directory Services: Active Directory (AD) administration.
• Virtualization: Hands-on experience with platforms such as Proxmox.
• Scripting: Proficiency in Shell/Bash scripting for automation and system management.
• Security: Experience managing backups, restores, firewalls, and endpoint protection (Anti-virus/Anti-spam).
• Tools: Experience with IT Service Management (ITSM) tools like Jira and ManageEngine.

Qualifications

• A minimum of 3 years of professional experience in an IT Helpdesk or Systems Support role.
• A Diploma or Degree in Computer Science, Information Technology, or a related field.
• Proven ability to work autonomously and manage multiple priorities in a dynamic environment.
• Excellent written and verbal communication skills in English, with the ability to clearly explain technical issues to non-technical users.
• Experience working in an office environment supporting a user base of similar size users) is a significant asset.

Compensation & Benefits

We recognize and reward this role in our organization. We offer a highly competitive package that includes:

• Annual Base Salary: $85,000 CAD
• Discretionary Bonus Target of approximately 6% of the annual base salary, based on individual and company performance.
• Health and Welfare: Comprehensive Health Insurance and Life & Disability Insurance.
• Retirement Plan: Company-matched Registered Retirement Savings Plan (RSP) (Plan de retraite).
• Additional Perks: Regular Team Events & After-Work gatherings.