Analyste Support IT

About the role

You will own the end-to-end management of Level 2 IT support incidents ensuring business continuity for Keyloop employees in Montreal. You will act as a critical technical partner to diverse teams, diagnosing complex issues across multi-vendor environments with a focus on Microsoft technologies. This role requires you to balance proactive system maintenance with responsive user support while adhering strictly to established service frameworks. You will leverage your expertise to translate technical issues into clear documentation and actionable insights for stakeholders. Success in this position means you directly influence employee productivity and confidence in the internal IT infrastructure. You will be responsible for maintaining the integrity and security of user accounts and corporate systems during every interaction. This position demands a disciplined approach to monitoring, resolving, and tracking all support activities through established platforms. Ultimately, you will shape the daily experience of technology for the company by ensuring reliable and efficient support delivery.

Key facts

What you'll do

Provide first-contact technical guidance and advanced troubleshooting to resolve complex Level 2 IT issues for internal staff using phone, email, Microsoft Teams, and onsite visits.

Maintain and administer critical IT platforms, applications, and infrastructure utilized by the internal IT team to ensure optimal performance and availability.

Install, configure, and deploy workstations, laptops, and associated IT equipment while ensuring compliance with corporate standards and security policies.

Manage the full lifecycle of user account requests including provisioning, modifications, and de-provisioning in alignment with organizational governance.

Generate detailed O365 reports for analysis, auditing, and special projects to support capacity planning and operational decision-making.

Collaborate cross-functionally with various departments across Keyloop to gather requirements, resolve escalations, and implement effective technology solutions.

Monitor service levels rigorously, ensuring strict adherence to SLAs (Service Level Agreements) for incident response and resolution.

Investigate, troubleshoot, and resolve user incidents and problems remotely or onsite, driving issues to resolution efficiently and professionally.

Document all support activities, resolutions, and configurations meticulously within the ITSM tool to maintain accurate knowledge bases and audit trails.

Recommend and propose improvements to existing IT processes, workflows, and system configurations to enhance efficiency and user experience.

Provide technical training and guidance to internal users, empowering them to effectively utilize Microsoft O365 products and related technologies.

Maintain a strong security posture by adhering to best practices in user and system security throughout all support interactions and configurations.

Utilize diagnostic tools and methodologies to analyze Active Directory, network protocols, and system logs to identify root causes of issues.

Act as the primary Level 2 contact point, ensuring a positive image of the IT department through professionalism, communication, and problem resolution.

Requirements

Demonstrate strong multi-technology problem-solving skills with the ability to navigate complex technical environments independently.

Possess a minimum of 3 years of hands-on experience with Microsoft O365 and Azure administration and management.

Show good knowledge of Microsoft O365 products, including Exchange, Teams, OneDrive, and security compliance features.

Exhibit a solid understanding of Active Directory concepts including user management, group policies, and security best practices.

Apply knowledge of corporate networks, including TCP/IP protocols, DNS, DHCP, and other relevant network protocols.

Bring experience working with both Windows and macOS operating systems and their respective ecosystems.

Ability to generate and interpret O365 reports for analysis, audit purposes, and strategic projects.

Exhibit excellent documentation and technical writing skills for clear communication with technical and non-technical audiences.

Demonstrate strong communication skills to interact effectively with different stakeholders at various organizational levels.

Have hands-on experience with help desk ticketing systems and IT service management tools.

Show capability to manage small-scale projects from initiation to completion while mentoring junior team members when required.

Possess knowledge of IBM AS400 systems and Lotus Notes software is considered an asset for this role.

Maintain eligibility to work in Canada and comply with all requirements for permanent employment in the province of Quebec.

Be able to present a valid Social Insurance Number or equivalent documentation as required by Canadian employment law.

Nice to have

Experience with AS400 and Lotus Notes is considered a distinct advantage for supporting the existing enterprise environment.

Practical notes

This is a full-time position with regular presence required at the office in Montreal.

Occasional after-hours support may be required to address critical system issues.

Occasional travel between office locations may be necessary.

This role is eligible for permanent employment in Canada, and candidates must possess the right to work without sponsorship.