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About the Role

As a Senior IT User Support Analyst, you will be part of a specialized user support team providing advanced, hands-on, on-site support in the Toronto office, including the Capital Markets sector. You will be responsible for daily service delivery, operational performance, and the execution of approved initiatives and projects. You will be closely involved in daily support operations and act as the primary point of contact for management for the Toronto office, ensuring a high-quality, responsive, and stable user technical support experience essential to business operations. This role involves daily work coordination and local technical guidance, but does not include formal personnel or HR management responsibilities.

Responsibilities

Act as the primary on-site IT contact for users, providing advanced end-to-end technical support to resolve simple and complex IT issues quickly, including high-interaction desk support on the trading floor for Capital Markets and other key users.
Oversee the daily operational flow in Toronto, including triaging, prioritizing, assigning, tracking, and coordinating local workload. Diagnose and resolve complex issues using solutions, mitigation measures, or contingency plans, and monitor local service performance to ensure issues progress and are resolved according to expected service levels, focusing on responsiveness, quality, and operational stability.
Serve as the primary local contact for Toronto management stakeholders regarding operational matters, escalations, outages, service risks, and high-priority requests. Quickly resolve issues by coordinating with other IT teams, remove delivery blockers, and support new technology deployments.
Lead approved local deployments and projects in Toronto, including hardware updates, OS upgrades, application or tool changes, and other support-related initiatives. Coordinate local preparation, communications, planning, implementation support, and handover activities to minimize user impact.
Collaborate closely with peers in Montreal and Calgary to standardize support practices, improve national consistency, enhance service continuity, and maintain a uniform support experience. Act as a liaison between the Capital Markets support team and local Toronto IT support staff to improve workload sharing and operational synergy.
Log all interactions and incidents in our ITSM incident management system (ServiceNow), including descriptions, intervention details, and adopted solutions.
Contribute to the creation and maintenance of documentation and procedures for all systems, including policies, standards, and guides for known issues, and ensure compliance.
Identify recurring issues, service gaps, and process improvement opportunities, and recommend practical changes that enhance stability, efficiency, and user experience.

Requirements

7 to 10 years of experience in user IT support in a fast-paced enterprise environment, both on-site and remotely.
Demonstrated ability to coordinate operational delivery, manage escalations, and follow up in a high-pressure environment.
Strong troubleshooting skills for hardware, software, office tools, peripherals, and user productivity technologies.
Experience collaborating with multiple technical teams to resolve incidents and deliver initiatives.
Ability to build relationships with users, business partners, management, and technical teams.
Strong documentation rigor, process discipline, continuous improvement mindset, and ability to work and learn in a dynamic, fast-paced environment.
Excellent communication skills and ability to explain concepts in simple terms, provide clear updates, and navigate gray areas.
Excellent ability to prioritize work based on urgency and business impact.
Extensive experience configuring, supporting, and maintaining a wide range of hardware (desktops, laptops, printers, and peripherals) and software, including financial and trading applications.
Excellent knowledge of Microsoft Windows 11 and Microsoft 365 collaboration tools.
Experience with Active Directory, Azure AD, Exchange, and Microsoft Endpoint Manager (Intune).
Good understanding of local and wide area networking protocols.
Experience in IT support for Capital Markets or with trading applications (e.g., Bloomberg, BrokerTec, MarketAxess, ICAP, BGC, FIS).
Knowledge of Excel/VBA macros, PowerShell scripting, and third-party trading add-ins.
Experience with telephony, softphones, and Cloud9.
Knowledge or experience in Identity and Access Management (IAM) is an asset.

Skills

Artificial Intelligence
Bloomberg
Microsoft Azure
Microsoft Exchange
Windows
PowerShell
ServiceNow
Teamwork
Cybersecurity
Initiative
Resilience
Microsoft Intune
Customer Technical Support
Amazon Web Services
Identity and Access Management
Azure Active Directory

Location

Toronto

Work Type

On-site
Full-time
Permanent

Experience Level

Senior

Benefits

Health and wellness program with numerous options
Flexible group insurance
Generous retirement plan
Share purchase plan
Employee and family assistance program
Preferred banking services
Involvement in community initiatives
Telemedicine service
Virtual sleep improvement clinic

About the Company

IT and Operations is over 5500 experts working agilely, proactively, and collaboratively to seize opportunities, stay at the forefront of technology, and continuously improve processes.
The Bank values continuous development and internal mobility. Personalized training programs based on learning by doing allow you to master your profession and develop new areas of expertise. Tools such as the Data Academy, language training, and coaching and mentoring support are available at all times.
We are a human-sized bank that stands out for its boldness, entrepreneurial culture, and passion for people. We exist to make a positive impact on people's lives. Our core values of camaraderie, agility, and empowerment are our sources of inspiration. Inclusion is at the heart of our commitments. We aim, as much as possible, to provide a barrier-free and accessible work environment for all employees.
We wish to provide, to the extent of our means, accessibility measures during the recruitment process. If you need accommodation, do not hesitate to let us know during your first exchanges with us. We welcome candidates from all backgrounds and would like to know what you can add to our team.
There are numerous and varied opportunities for advancement and development to help you progress in your career. This can include learning by doing and training, co-development or job shadowing, professional coaching or mentoring, internal career days, or forums to interact with our leaders.
We focus on inclusion in an environment where the expression of unique characteristics, both visible and invisible, is valued. We welcome applications from all backgrounds and would like to know what you can add to our team.

Equal Opportunity

We aim, as much as possible, to provide a barrier-free and accessible work environment for all employees.
We wish to provide, to the extent of our means, accessibility measures during the recruitment process. If you need accommodation, do not hesitate to let us know during your first exchanges with us.
We welcome candidates from all backgrounds and would like to know what you can add to our team.
We focus on inclusion in an environment where the expression of unique characteristics, both visible and invisible, is valued. We welcome applications from all backgrounds and would like to know what you can add to our team.