Senior IT Technician, Privileged IT Access Service

iA Financial Group; Vancouver; Hybrid; CAD 67,000 - 96,000; Full time

Job summary

iA Financial Group seeks a Senior IT Technician, Privileged IT Access Service, to deliver advanced, confidential tech support to a targeted user group in critical environments. You will provide remote and on-site assistance, act as a trusted advisor, and help maximize productivity while ensuring security and continuity.

You will collaborate with cross-functional teams, support onboarding, and aim to continuously improve the user experience.

Qualifications

• Minimum of five years in information technology.
• Advanced experience in Level 2/3 troubleshooting, access management, IT security and equipment configuration.
• Expertise in Windows, macOS, iOS and Android environments, and Microsoft 365, Teams and SharePoint.
• Strong analytical skills for complex, new or unprecedented situations.
• Ability to influence team effectiveness and related teams.
• Excellent interpersonal skills with tact, diplomacy and professionalism.
• Delivers exceptional service with an empathetic, discreet, proactive approach.
• Handles urgent or critical situations with composure and diligence.
• Autonomy, teamwork, curiosity and commitment to learning.

Responsibilities

• Handle requests through dedicated phone line and provide technical solutions.
• Support users in adopting and using IT tools, including onboarding.
• Provide on-site and remote support at offices, events, IT areas or other locations.
• Collaborate with infrastructure, security and applications teams to speed incident resolution.
• Act as primary contact, provide follow-up and document interventions.
• Serve as a technical resource and contribute to knowledge sharing.
• Recommend process improvements to user experience and ways of working.
• Coordinate with related teams on complex or high-priority requests.

Skills

Troubleshooting L2/L3

Access management

IT security

Windows

macOS

iOS

Android

Microsoft 365

Teams

SharePoint

Bilingual EN/FR

Job description

Job Description

Build the future with us

Are you passionate about technology and looking to grow in an environment where speed, reliability and service quality are essential?

As a Senior IT Technician, Privileged IT Access Service, you will play a key role in providing advanced, personalized and confidential technology support to a targeted group of users operating in critical and strategic environments.

You will proactively provide users with hands‑on support, both remotely and on‑site, while acting as a trusted technology advisor to maximize their productivity and peace of mind, as well as the security and continuity of their operations.

What you will accomplish with us

• Handle requests received through the dedicated phone line and quickly provide appropriate technical solutions.
• Support users in adopting and making optimal use of IT tools, including during onboarding.
• Provide support in offices, at events, in IT areas or at any other location as required.
• Collaborate with infrastructure, security and application teams to accelerate incident resolution.
• Act as the primary point of contact, provide personalized follow‑up and document interventions.
• Serve as a technical resource for colleagues and contribute to knowledge sharing.
• Recommend improvements to processes, ways of working and the user experience.
• Coordinate with related teams on complex or high‑priority requests.

What could accelerate your success in this role

We are looking for someone who:

• Has a minimum of five years of relevant experience in information technology.
• Has advanced experience in Level 2 or Level 3 troubleshooting, access management, IT security and equipment configuration.
• Is recognized for their expertise in Windows, macOS, iOS and Android environments, as well as Microsoft 365, Teams and SharePoint.
• Has a strong command of the analytical processes required to resolve complex, new or unprecedented situations.
• Is able to positively influence the effectiveness of their team and related teams.
• Demonstrates excellent interpersonal skills and communicates with tact, diplomacy and professionalism.
• Delivers exceptional service through an empathetic, discreet, proactive and solution‑oriented approach.
• Is able to manage urgent or critical situations with diligence, composure and professionalism.
• Demonstrates autonomy, teamwork, technological curiosity and a commitment to continuous learning.
• Has an advanced level of proficiency in both French and English, as the person in this role will be required to interact daily, both verbally and in writing, with unilingual English‑speaking clients.
• Has significant customer service experience, particularly in high‑touch or strategic support environments.

Assets

• Hands‑on technical support experience in the financial sector, including financial markets and trading environments, with experience using Bloomberg and other specialized platforms.
• Experience providing support for both corporate and personal devices, based on the applicable service level.
• Experience providing support in private residences or while travelling within Canada or internationally.
• Experience with proactive equipment maintenance and accelerated equipment replacement.
• Experience providing personalized support aimed at ensuring business continuity and minimizing disruptions.

Working conditions

• Planned schedule for 2026 : Monday to Friday, from 7:30 a.m. to 3:30 p.m. Eastern Time or from 8:00 a.m. to 4:00 p.m., with a rotating one‑week on‑call period from Monday to Friday, from 4:00 p.m. to 8:00 p.m., with compensation.
• Planned transition to a 24/7 rotating service model starting in 2027.
• A valid driver’s licence and access to a vehicle are required.
• Travel within Canada or internationally may be required.
• Hybrid position, with in‑office presence based on operational needs.
• Two days of remote work permitted and three days in the office.
• Flexibility is required to respond to urgent or critical situations.

Hesitant to apply?

At iA, we believe in potential and value diverse experiences. If this role inspires you, take the leap and apply. Your place may be with us, and we want to get to know you!

The typical hiring range for this position is between $66 862 and $96 093; the base salary may vary depending on knowledge, skills, years of experience, and internal equity.

Location(s)

Montreal / 1981 McGill College Avenue

Other Possible Location(s)

Quebec / 1080, Grande Allee West Vancouver / 988 Broadway West Toronto / 26 Wellington Street East

Company

iA Financial Group

Posting End Date

2026-11-18

Company Overview

iA Financial Group* is the strength of a company with a human side, with its over 8,000 employees. Together, we have earned the trust of our more than four million clients and 25,000 advisors who have chosen us for their insurance, savings, and wealth management.

With over $200 billion in assets and half a billion invested in technological innovation, we’re a key player in the financial services industry in Canada and the United States. The secret to our success? Investing in you, one person at a time. Because, for over 125 years, we have believed that it’s by supporting our employees and surrounding ourselves with the most reputable leaders in the industry, we will continue to innovate.

At iA, we’re invested in you.

* iA Financial group includes the following entities: iA Services financiers, iA assurance auto et habitation, iA Gestion privée de patrimoine, PPI Management, Investia, iA Gestion de placements, Prysm, iA Clarington, Michel Rhéaume et associés, Garanties Nationales, WGI Manufacturing, WGI Service Plan Division, Lubrico, iA Financement auto

Our Commitment to Diversity and Inclusion

At iA Financial Group, we support and celebrate diversity. We strive to provide a workplace that is recognized as inclusive for all, regardless of ethnic origin, nationality, language, religious beliefs, gender, sexual orientation, age, marital status, family situation, or physical or mental disability.

Please note that if you need help or assistance to make the recruitment process more accessible for you, please Contact us here. Someone from our team will be happy to assist you with your needs.

Technology and Artificial Intelligence in Recruitment

To optimize and support our recruitment process, iA Financial Group may use certain technological tools, including artificial intelligence. These tools support the work of our recruiters but do not replace their judgment. All hiring decisions continue to be made by authorized individuals within the organization. For more information, please refer to our Privacy Notice.