Senior IT Support Technician - Bilingual

iA Financial Group•Toronto, ON

5d•Onsite

About The Position

The Senior IT Support Technician - Bilingual is responsible for providing technical support to staff and PPI Advisors in a professional manner. As a member of the Helpdesk team, the Senior IT Support Technician works interactively with the Manager, IT Service & Operations, Infrastructure, IT Support and Security team members. PPI company overview: PPI (an independent subsidiary of iA Financial) is an Insurance Marketing Organization that sits between independent advisors and insurance companies. From coast-to-coast, we provide value-added services and support such as digital tools, education, marketing, and processing, to help advisors elevate and grow their business with a socially responsible mindset. At PPI, each day you have the opportunity to make a meaningful difference when you support our independent insurance advisors in providing financial security and peace of mind to their clients: Canadian families and businesses. When you join PPI you will be part of a diverse, inclusive and equitable place to work that values different perspectives. You will benefit from a culture that is people-focused, inclusive and collaborative with opportunities to learn and develop your skills, develop your career and make a meaningful impact. Our people drive our progress through innovative ideas and a commitment to excellence. We work hard and always ensure we have fun along the way.

Requirements

Degree or diploma in an IT area
Minimum of 7 years’ experience in an IT support role
Fluency in French, both oral and written, required
A+ and Microsoft certification
Demonstrated leadership skills with the ability to work within and promote a team-based environment to reach business unit objectives and goals
Excellent organizational and time management skills with proven ability to handle high volumes of work and tight deadlines
Demonstrated ability to organize self and others while handling multiple priorities
Technical proficiency with personal computer equipment and software, Windows, Microsoft Office. Strong understanding of network concepts and services
Outstanding problem-solving ability
Effective documentation skills and diligence in ticketing and recording technical information
Excellent interpersonal skills with proven ability to build and maintain relationships
Excellent written and verbal communication skills
Genuine desire to provide superior quality service
Ability to handle confidential information in a professional manner
Must be able to lift up to 40 lbs. on a regular basis

Nice To Haves

Previous experiencing in the supervision/leadership/mentoring of staff preferred
Experience in the insurance or financial services industry is preferred

Responsibilities

Provide advanced technical support to our IT support operations and address complex technical issues escalated from IT Support Technicians and ensure timely resolution.
Mentor and guide IT Support Technicians.
Provide advanced support for shared peripherals and IT Operations.
Taking ownership and tracking of computer-related issues in the ticketing system. This means following up with higher tiers until the issue is resolved.
Troubleshoot and document IT issues, including Windows, MS Office, PPI software (Toolkit and applets), insurance company software, network connectivity, viruses, PPI websites and systems.
Setup and support personal computers and shared equipment. This includes desktops, laptops, monitors, printers, scanners, VOIP (desk and conference phones), projectors and MFPs.
Installation and configuration of both software and hardware.
Tracking equipment assignment changes in EZOffice Inventory system.
Coordination of setup and IT orientation for new employees.
Shipping and receiving of equipment.
Occasional travel may be required.
Engage in actions that encourage, reflect and align with PPI’s ESG (Environmental, Social and Governance) commitments to our Advisors, their clients and our employees.
Troubleshoot and document issues for PPI-developed software, such as Toolkit and applets, as well as PPI-distributed insurance company software.
Access and support for PPI websites and systems (such as WealthServ).
Provide IT support in person, by phone, email, and by connecting remotely.
Answer calls and handle Helpdesk tickets for all offices.