Analyste des Opérations de TI / IT Operations Analyst

Connor, Clark & Lunn Financial Group Ltd.; Montreal (administrative region); Hybrid; CAD 70,000 - 95,000; Full time

Benefits offered by this job

Hybrid work model

Job summary

Connor, Clark & Lunn Financial Group Ltd. is seeking an IT Operations Analyst to join the Information Systems team in Montreal. The role focuses on Tier 1/2 end-user support, documentation, and involvement in technology projects across the organization.

You will provide remote and in-person support, develop user guides, and contribute to knowledge management while delivering an exceptional end-user experience. Hybrid office/remote work is offered.

Qualifications

• 4-5 years of experience providing Tier 1 and Tier 2 technical support in a corporate environment.
• Degree or diploma in Computer Science, Information Technology, or a related field.
• Strong experience supporting Microsoft 365, Entra ID, Azure, Intune, and Windows environments.
• Experience administering SharePoint and OneDrive.
• Knowledge of Azure Virtual Desktop and virtualized desktop environments.
• Documentation and knowledge-base authoring experience.
• Excellent troubleshooting, analytical, and problem-solving skills.

Responsibilities

• Resolve Tier 1 and Tier 2 technical support issues for end-user devices, apps, and connectivity.
• Provide remote and in-person technical support to end users.
• Coordinate with end users for timely updates and resolutions.
• Follow established procedures to ensure consistent service delivery.
• Create, maintain and enhance technical documentation and knowledge articles.
• Develop user guides and training materials to support adoption.
• Deliver high-quality customer service and positive end-user experiences.
• Participate in team activities and continuous service improvement initiatives.
• Identify opportunities to improve operational efficiency and streamline support processes.
• Support IS projects, deployments and operational initiatives as required.

Skills

Tier 1/2 support

Microsoft 365

Entra ID

Azure

Intune

Windows environments

SharePoint

OneDrive

Azure Virtual Desktop

Technical documentation

Troubleshooting

Communication

ITIL

Education

Degree or diploma in Computer Science or related field

Tools

Microsoft 365

Entra ID

Azure

Intune

SharePoint

OneDrive

Azure Virtual Desktop

Job description

Interested in joining one of Canada's top performing asset managers? We are looking for an IT Operations Analyst to join our Information Systems team. In this role, you will provide Tier 1 and Tier 2 technical support to local and remote users, contribute to knowledge management and documentation initiatives, and support ongoing technology projects across the organization. If you are service-oriented, enjoy troubleshooting technical issues, thrive in a collaborative environment, and are passionate about delivering an exceptional end-user experience, this could be the next great step in your career. Our offices currently operate on a hybrid model with a combination of in-office and remote working days throughout the week, with this role based primarily in our Montreal office.

What You Will Do

• Resolve Tier 1 and Tier 2 technical support issues related to end-user devices, applications, and connectivity, escalating where appropriate.
• Provide both remote and in-person technical support to end users.
• Coordinate with end users to provide timely updates and resolution of technical issues.
• Follow established operating procedures and support processes to ensure consistent service delivery.
• Create, maintain, and enhance technical documentation and knowledge base articles.
• Develop user guides and training materials to support technology adoption and user effectiveness.
• Deliver a high standard of customer service and contribute to a positive end-user experience.
• Participate in team activities and contribute to continuous service improvement initiatives.
• Identify opportunities to improve operational efficiency and streamline support processes.
• Support Information Systems projects, deployments, and operational initiatives as required.
• Work from the Montreal office and provide flexible support coverage when required.

What You Bring

• 4-5 years of experience providing Tier 1 and Tier 2 technical support in a corporate environment.
• Degree or diploma in Computer Science, Information Technology, or a related field.
• Strong experience supporting Microsoft 365, Entra ID, Azure, Intune, and Windows environments.
• Experience administering SharePoint and OneDrive.
• Knowledge of Azure Virtual Desktop and virtualized desktop environments.
• Demonstrated experience creating and maintaining technical documentation and knowledge articles.
• Excellent troubleshooting, analytical, and problem-solving skills.
• Strong communication and customer service skills with the ability to support users at all levels of the organization.
• Ability to assess issues based on impact and severity and determine appropriate resolution or escalation paths.
• Strong attention to detail and commitment to thorough incident documentation.
• Ability to work independently, manage competing priorities, and perform effectively in a fast-paced environment.
• Microsoft and/or Azure certifications are considered an asset.
• Familiarity with ITIL practices and service management principles is considered an asset.

CC&L Financial Group is committed to creating a diverse and inclusive environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to gender, ethnicity, religion, sexual orientation or expression, disability, or age.

Your application will be reviewed by a member of the hiring team - AI is not used in the screening, assessment or selection of applications at this time.