Senior Deskside Analyst (Bilingual)

goeasy Ltd; Montreal West; On-site; CAD 50,000 - 80,000; Full time

Job summary

Join a dynamic and rapidly growing company that is committed to providing everyday Canadians a path to a better tomorrow. As a Sr Regional IT Support Technician, you will be the first point of contact for technical issues, managing support tickets and ensuring smooth operations across various lines of business. This role offers a unique opportunity to work in a collaborative environment where your contributions will directly impact the company's success. With a focus on employee growth and a culture that celebrates diversity and inclusion, this is not just a job; it's a chance to be part of something meaningful and transformative.

Benefits

RRSP match

Employee Share Purchase Plan

Annual bonus

Employee discounts

Company-paid volunteer days

24/7 healthcare

Flexible benefits package

Tuition Assistance Program

Company Matched Charitable Donations

Internal development training programs

Qualifications

• Must be fully bilingual in English and French.
• 5+ years’ experience in an IT and Infrastructure capacity.

Responsibilities

• Serve as the first point of contact for technical issues.
• Manage support tickets and perform remote troubleshooting.
• Coordinate the resolution of site outages.

Skills

Bilingual (English and French)

IT Support

Windows 10 & 11

M365

Active Directory

ITSM ticketing systems

SCCM

Intune

Technical Troubleshooting

Customer Support

Education

5+ years in IT and Infrastructure

Tools

SCCM

Intune

ITSM ticketing systems

Job description

Embark on a journey with one of Canada's fastest growing companies – welcome to goeasy! We have been honored with recognitions such as Waterstone Canada’s Most Admired Corporate Cultures, the 2022 Report on Business Women Lead Here, Report on Business for Canada’s Top Growing Companies and TSX30 as one of the best performing companies on the TSX. We've also received the Greater Toronto Top Employers Award and certified as a Great Place to Work. We're on the lookout for the best and brightest to join our team!

Our vision is to provide everyday Canadians a path to a better tomorrow, today. As one of Canada’s leading non-prime consumer lenders, we offer a full suite of products including non-prime leasing, unsecured and secured loans as well as point-of-sale-financing though easyhome, easyfinancial, and LendCare.

What will you be doing?

• Serve as the first point of contact for technical issues for all goeasy lines of business
• Hardware installations, including Imaging and replacing devices
• Manage Support tickets within prescribed SLAs
• Perform remote troubleshooting through diagnostic techniques and pertinent questions
• Determine the best solution based on the issue and details provided by employees
• Walk the employees through the problem-solving process
• Direct unresolved issues to the next level of support personnel or appropriate departments
• Record events and problems and their resolution in ticket logs
• Follow-up and update status and information in tickets
• Identify and suggest improvements on procedures
• Liaise with 3^rd party vendors to solve technical problems where appropriate
• Coordinate the resolution of site outages
• Creation of internal purchasing approvals for net-new equipment and services
• Communicate with internal manager, director, and C-level individuals on escalations, as required
• Provide new field users walkthroughs of the technology available to them

What experience do you have?

• Must be fully bilingual in English and French
• 5+ years’ experience in an IT and Infrastructure capacity
• Proven experience as an IT Specialist/Help Desk or other customer support role
• Experience with Windows 10 & 11, M365, Active Directory, and ITSM ticketing systems
• Experience with SCCM and Intune is a strong asset
• Good understanding of computer systems, printers, Voice-over-IP, network, mobile devices, and other tech products
• Ability to diagnose and resolve basic technical issues
• Able to work permanently fulltime (37.5 hours/week) in our Montreal, QC office
• Willingness to travel within Canada as needed

This is an on-site position requiring attendance 5 days per week at our Montreal office. Please note: Internally, this position will be referred to as "Sr Regional IT Support Technician".

Why should you work for goeasy?

In keeping with our mission to create better tomorrows for our employees, each year goeasy commits to continuously enhancing its total rewards. Here are some of the perks we offer…

Financial Benefits:

• Leverage our RRSP match and Employee Share Purchase Plan programs.
• Annual bonus that rewards your hard work and dedication.
• Employee discounts on furniture, electronics, and appliances.
• MAT & PAT leave top-up.
• Expand your financial knowledge through engaging Financial Literacy Learning opportunities.

Health and Lifestyle:

• Enjoy company-paid volunteer days to give back to the community.
• Access 24/7 healthcare with Virtual Doctor Appointments.
• Personalize your benefits with a flexible modular benefits package.

Employee Perks:

• Fuel your growth with the Tuition Assistance Program.
• Double the impact of your generosity with Company Matched Charitable Donations.
• Internal development training programs and platforms including job-specific training, career coaching, leadership excellence, mentorship, and many others.

Diversity, Inclusion, and Equal Opportunity Employment: At goeasy, we believe that we can only be the best when people are able to bring their best selves to work every day. This means that we are committed to cultivating and preserving a work culture where we celebrate who we are, where everyone feels seen and heard and where every employee can fulfill their potential. As an equal opportunity employer, we are committed to providing accommodations for applicants upon request at any stage of the recruitment process in accordance with all legislative requirements throughout Canada. Please let us know if you require an accommodation during any aspect of the recruitment process and we will work with you to address your needs.

Additional Information: All candidates considered for hire must successfully pass a criminal background check, credit check, and validation of their work experience to qualify for hire. We thank all interested applicants; however, we will only be contacting those for interview who possess the skills and qualifications outlined above.