Impress employers and recruiters.
Choose from hundreds of resume examples.

Impress employers and recruiters.
Choose from hundreds of resume examples.

Target Resume Now

About the Role

The Senior IT Support Technician - Bilingual is responsible for providing technical support to staff and PPI Advisors in a professional manner. As a member of the Helpdesk team, the Senior IT Support Technician works interactively with the Manager, IT Service & Operations, Infrastructure, IT Support and Security team members.

Responsibilities

• Provide advanced technical support to IT support operations and address complex technical issues escalated from IT Support Technicians, ensuring timely resolution.
• Mentor and guide IT Support Technicians.
• Provide advanced support for shared peripherals and IT Operations.
• Take ownership and track computer-related issues in the ticketing system, following up with higher tiers until resolution.
• Troubleshoot and document IT issues, including Windows, MS Office, PPI software (Toolkit and applets), insurance company software, network connectivity, viruses, PPI websites and systems.
• Set up and support personal computers and shared equipment, including desktops, laptops, monitors, printers, scanners, VOIP phones, projectors, and MFPs.
• Install and configure software and hardware.
• Track equipment assignment changes in the EZOffice Inventory system.
• Coordinate setup and IT orientation for new employees.
• Handle shipping and receiving of equipment.
• Engage in actions that encourage, reflect, and align with PPI’s ESG commitments.
• Troubleshoot and document issues for PPI-developed software (Toolkit and applets) and PPI-distributed insurance company software.
• Provide access and support for PPI websites and systems (e.g., WealthServ).
• Provide IT support in person, by phone, email, and remotely.
• Answer calls and handle Helpdesk tickets for all offices.

Requirements

• Minimum of 7 years’ experience in an IT support role.
• Previous experience in the supervision/leadership/mentoring of staff preferred.
• Demonstrated leadership skills with the ability to work within and promote a team-based environment.
• Excellent organizational and time management skills with proven ability to handle high volumes of work and tight deadlines.
• Demonstrated ability to organize self and others while handling multiple priorities.
• Technical proficiency with personal computer equipment and software, Windows, Microsoft Office.
• Strong understanding of network concepts and services.
• Outstanding problem-solving ability.
• Effective documentation skills and diligence in ticketing and recording technical information.
• Excellent interpersonal skills with proven ability to build and maintain relationships.
• Excellent written and verbal communication skills.
• Genuine desire to provide superior quality service.
• Ability to handle confidential information in a professional manner.
• Experience in the insurance or financial services industry is preferred.
• Must be able to lift up to 40 lbs. on a regular basis.

Skills

• Fluency in French (oral and written)
• A+ certification
• Microsoft certification
• Windows
• MS Office
• PPI software (Toolkit and applets)
• Insurance company software
• Network connectivity
• Viruses
• PPI websites and systems
• Desktops
• Laptops
• Monitors
• Printers
• Scanners
• VOIP phones
• Projectors
• MFPs
• EZOffice Inventory system
• WealthServ

Location

• North York / 2235 Sheppard Avenue E

Work Type

• Full-time

Experience Level

• Senior

Education Level

• Degree or diploma in an IT area

Salary/Compensations

• $70,000+

Benefits

• Opportunities to learn and develop skills
• Opportunities to develop career

About the Company

• PPI (an independent subsidiary of iA Financial) is an Insurance Marketing Organization that sits between independent advisors and insurance companies.
• PPI provides value-added services and support such as digital tools, education, marketing, and processing, to help advisors elevate and grow their business with a socially responsible mindset.
• PPI offers a diverse, inclusive, and equitable workplace that values different perspectives.
• PPI has a people-focused, inclusive, and collaborative culture.
• iA Financial Group is a company with over 8,000 employees, serving over four million clients and 25,000 advisors.
• iA Financial Group has over $200 billion in assets and invests half a billion in technological innovation.
• iA Financial Group has been in business for over 125 years.

Equal Opportunity

• At PPI, you will be part of a diverse, inclusive and equitable place to work that values different perspectives.
• 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.