Senior IT Technical Advisor

Return to List


City : Anjou

Category :

Industry : Insurance

Employer : Intact Financial Corporation

At Intact, our values guide everything that we do.  We celebrate our differences and appreciate our similarities.  That’s why we are committed to building an inclusive and inspiring environment for all employees. 
If you are in need of a specific accommodation during the recruitment process, please let us know and we will be happy to provide.

Your Job

#IntactCareersWe’re here to help people, businesses and society prosper in good times and be resilient in bad times. We’re focused on what matters to our customers. We listen and connect. We make their problems our problems. We strive to understand what they’re going through. We build products with them in mind and offer solutions that help.  And we deliver on our promises.  We believe that insurance is not about things, it’s about people.
Our success story is written by our passion for living our values and creating a better tomorrow.  We’re re-writing the future of insurance - are you ready to be a part of the story?
This is your opportunity. 
Workplace: St. Hyacinthe (1935 Des Cascades) or Anjou (7101 Jean-Talon E)
Hiring Manager: Gaétan Houle
As a senior IT technical advisor, you will play a leading role in managing technology requests related to telephony, call centre and associated software. You will play a leading role in meeting executive needs. Your role will be to ensure the uptime, performance, resource availability and the security of the computers managed within established budgets and operational guidelines. You will have to understand the business or technical vision as well as the objectives to be achieved. Oversee the work, from a technical point of view, of technical advisors I and II (acquiring, installing and upgrading computer components, infrastructure components and software, hardware, and planning for/responding to service outages and other problems). Follow up on escalation from level II and perform problem management for telephony-related complex/business critical IT systems. In collaboration with the different members of the project team, you will analyze the solutions, develop test plans that you will execute in a timely manner and finally, participate in implementing the solution. You will also support change management and operations support activities.
Main responsibilities:

Manage the acquisition, installation, configuration and maintenance of IT technology related to telephony, call centre and associated software. These include multi-user computers and peripherals, personal computing (PC) devices and peripherals, audio/video equipment, and the local area network (LAN) of infrastructure components (hardware and software). Global and complex scope projects. Lead the gathering of technical information for the problem-solving process.
Meet executive needs by ensuring the uptime, performance, resource availability and security of the computers managed within established budgets and operational guidelines.
Act as a technical advisor to users, analyze their needs, work on reference tools and follow the recommended implementation approach of processes and tools necessary for proper functioning and integrity of technological operations.
Track requests using the Problem Management tool and change verification procedures to ensure complete problem resolution, fewer incidents, and faster recovery time after an incident.
Oversee the work, from a technical point of view, of technical advisors I and II (acquiring, installing and upgrading computer components, infrastructure components and software, hardware, and planning for/responding to service outages and other problems).
Help automate complex and high visibility tasks, oversee level II test scripting and write basic computer programs to address more complex processes, software and hardware configuration and enhancement.
Follow up on escalation from level II and perform problem management for telephony-related complex/business critical IT systems.
Sign off on all support documentation (technical/processes) received.
Support environments of IT infrastructure components and support level II as required. Custodian of the entire support/operational library.
Create and update user and reference manuals by documenting processes to improve the efficiency of actions and transfer of knowledge.
Respond to users (brokers/employees) regarding complex problems or issues related to computer systems (Telephony).
Ensure user identity management and integrity by following the procedures in place to secure the use of computer systems.
Intervene in critical situations in the event of system failures and production support, participate in the production support of telephony applications to maintain 24/7 service availability.
Travel to different Intact offices, as needed.

Your Skills

Technical college diploma or bachelor’s degree
5 to 8 years of experience in Information Technology, Computer Science or related IT field in an innovative environment within a large organization
In depth knowledge in one (or more) of the following areas: IT Infrastructure, Telecommunications, Telephony, Unified Communications, Messaging Systems, Mobility, Database Administration, System Administration, etc.
Advanced knowledge of multi-user computer and peripheral environments and centralized system, voice over IP, SIP communication and other telephony and call centre related peripherals
Knowledge of Verint, Nice recording systems
Knowledge of Netscout, Wireshark, Windows, MS Office, LAN/WAN
Customer service experience, customer oriented
Team spirit
Analytical mind
Must be bilingual
Action oriented

Closing Statement

A career in Insurance has never been this exciting.
Evolving consumer expectations and technology have helped to shape a new vision for our industry – and we are leading the way. Our Technology teams are reshaping the way we do business and setting new industry benchmarks. Our Claims representatives are helping customers to get back on track after they experience a loss.  Our product teams are developing products that protect people and businesses so they can focus on what matters to them most. 
Our success story is written by our passion for living our values and creating a better tomorrow.  We’re re-writing the future of insurance - are you ready to be a part of the story?
Excellent benefits are offered: competitive salary, flexible benefits, flexible work arrangements, flexible leave, pension plan defined benefit, etc.
For internal candidates, you can apply for a posted position if you have been in your current position for at least 12 months and are performing at a satisfactory level. Please note we may have identified other internal candidates through our Employee Development Program, and that the selection process may also be opened to external applicants.

Eligibility to work in Canada

It’s important that you are eligible to work in Canada at the time an offer of employment is made. You may be requested to provide proof of eligibility at that time.
Background ChecksPrior to receiving a job offer, you may be asked to consent to background checks if it’s a requirement for the role. These checks could include: work references, education and credential confirmation, employment verification, identity check, credit report, criminal offence and driver’s license record.

Return to List

SUBSCRIBE

Subscribe to our newsletter & stay updated