Company: CGL
Department: IT - Ent Inf & Ops Serv
Employment Type: Temporary Full-Time (12 months)
Work Model: Hybrid (3 days in office)
Language: English is required, French is an asset.
Additional Information: These roles are currently vacant
We are a leading Canadian financial services co-operative committed to being a catalyst for a sustainable and resilient society and our team is essential to deliver on this strategy. That’s why we prioritize our people, to ensure we provide a strong culture and development opportunities which enables our team to thrive and to live our purpose. The best part is that you will work with people that care passionately about you, our clients and our communities.
Our Information Technology team aspires to be a leader in applying technology to power business strategies. We connect concepts with solutions to create value and efficiencies for our clients, employees, and communities. Our success is driven by our skilled and diverse team who are passionate about excellence, innovation, and agility.
The Technical Support Analyst provides advanced second-level technical support for incidents and service requests across desktop, mobile, network, collaboration, and enterprise application environments. This role is accountable for investigating and resolving moderate to complex technical issues, identifying trends and recurring problems, creating and improving knowledge documentation, and contributing to operational improvements and project activities. As a more experienced member of the Technical Support team, the Technical Support Analyst is expected to work with greater independence, support and coach junior analysts, and collaborate with senior technical teams to drive timely resolution and improve the employee technology experience.
- You have strong experience supporting and troubleshooting Windows 10/11 in an enterprise environment, as well as preferably experience supporting OSX/macOS.
- You have experience with endpoint management, software deployment, device configuration, and troubleshooting in a multi-platform environment.
- You have experience writing, modifying, or troubleshooting scripts in PowerShell and Power Automate to automate routine tasks, improve support processes, and reduce repeat incidents.
- You have prior experience using remote-connectivity tools to provide end-user support and resolve issues efficiently.
- Experience with Windows 10/11, Active Directory, Azure Active Directory/Microsoft Entra ID, MS Office 365, MS SharePoint, ServiceNow, Genesys, SCOM, SCCM/Microsoft Configuration Manager, Microsoft Intune, Jamf, and endpoint security tools is an asset.
- Knowledge of ITIL, Kepner Tregoe, KCS, incident management, problem management, and knowledge management practices is an asset.
- Respond to second level (i.e. Tier 2) problem tickets that have been escalated by the first level Help Desk or other areas, including moderate to complex incidents and service requests.
- Diagnose, analyze, and resolve technical problems across desktop, mobile, network, server, collaboration, and enterprise application environments using established documentation, investigation techniques, monitoring tools, and previous support experience.
- Independently perform deeper investigation on recurring or complex issues, identify root-cause indicators, document findings, and recommend process or technical improvements.
- Escalate highly complex issues to senior Technical Support leadership or specialized resolver teams with complete troubleshooting notes, impact details, and recommended next steps.
- Provide clear advice and guidance to end users, stakeholders, and peers on technical matters, support expectations, and available solutions.
- Create, review, and maintain knowledge articles for new and existing known errors using standard enterprise tools and processes, ensuring documentation is accurate, reusable, and easy to follow.
- Create documentation and training material to support junior analysts, peers, and end users on new solutions, support processes, and technology changes.
- Support and mentor associate analysts by sharing technical knowledge, reviewing troubleshooting approaches, and helping improve ticket quality and resolution consistency.
- Participate in operational improvement initiatives, installations, deployments, software releases, office openings/moves, and project work, including remote or on-site implementation support as required.
- Proactively monitor server and workstation alerts, investigate issues using established processes, and take action to restore service or prevent business impact.
- Identify opportunities to improve support processes, automate repetitive work, reduce escalations, and enhance the overall employee technology experience.
- Post-secondary education or industry equivalent technical training, or an equivalent combination of education and experience.
- 4-6 years of technical support experience in a large professional organization with 2,000+ staff, including experience resolving moderate to complex incidents in an enterprise environment.
- Solid to advanced knowledge of hardware and software in a multi-platform environment, including servers, desktops, laptops, mobile devices, printers, collaboration tools, and enterprise applications.
- Demonstrated experience with incident troubleshooting, ticket documentation, escalation management, knowledge creation, problem management, and end-user communication.
- Experience supporting or mentoring junior technical staff is an asset.
- You influence change and are committed to continuous improvement in order to exceed client expectations.
- You leverage critical thinking, structured troubleshooting, and sound judgment to identify problems, assess impact, and proactively propose solutions.
- Your strong communication skills allow you to clearly convey technical information to both technical and non-technical audiences.
- You’re an effective team player who shares knowledge, supports your peers, and helps build capability across the team.
- You are comfortable taking ownership of issues, managing competing priorities, and following through until resolution or appropriate escalation.
- You demonstrate curiosity, accountability, and a continuous learning mindset in a changing technology environment.
- Detail oriented work that requires a high degree of mental concentration for extended periods of time.
- Hybrid role: minimum 3 days a week in office.
- Rotational shifts outside of standard business hours.
- You are required to work on a rotational on-call schedule.
- You will be subject to a Background check as a condition of employment, in the event you are the successful candidate.
- Training and development opportunities to grow your career.
- Flexible work options to support personal and family needs.
- A holistic approach to your well-being, with physical and mental health programs and a supportive workplace culture.
- Volunteer opportunities to give back to your community.
Salary information
Expected salary range $60,574 to $100,956
Salary placement
“The salary amount for the successful candidate is determined by Co-operators in its discretion and will vary depending on several criteria including but not limited to: local market conditions, geography and relevant job-related factors such as knowledge, skills, qualification, experience and education.”
Incentive/Variable pay
“Employees may also have the opportunity to participate in incentive programs and earn additional compensation tied to individual and/or business performance, or other business metrics.”
