It Technical Advisor Jobs

Mandate description:

• 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.

• Support the middleware and complex application environments.

• Provide specialized support for the telephony infrastructure.

• Under general direction, plan, install, configure and upgrade software components by following company standards to enable optimal use of computer tools.

• Build and maintain excellent interdepartmental collaborative working relationships.

• Support Intact’s operations optimization strategy by recommending and promoting self-service activities and migrating event management as close as possible to end users.

• Contribute to end-user reference manuals by documenting processes to improve the efficiency of actions and transfer knowledge.

• Assist in the training and transfer of knowledge or specialized skills to other team members when required.

• Embrace change, support vision, direction and collaboration with team members.

• Assist Senior Technicians with a variety of tasks (ordering, onboarding, projects, workflow management, etc.) as needed.

• Travel to and work from the various Intact locations as required.

Minimum requirements:

• University degree/College diploma in related field or any combination of equivalent education and experience.

• Understanding of ITIL methodologies, ITIL® v3 Certification desirable.

• 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.

• 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.

Technologies demandées / Technologies required:

SAILPOINT, ISIM