L3 support engineer resolving complex enterprise networking and AV issues for NETGEAR customers. Escalating incidents, validating fixes, and supporting NETGEAR connectivity products remotely.
About the role
- Application Support Analyst managing incidents and service requests for group savings and retirement systems. Collaborating with IT experts to optimize support practices and enhance operational continuity.
Responsibilities
- Take ownership of operational requests (incidents, service requests, problems) and track their progress appropriately
- Analyze and qualify tickets to facilitate resolution
- Understand business needs and recommend appropriate solutions
- Reproduce issues and document resolutions
- Collaborate with IT experts to accelerate incident resolution
- Perform data analysis and produce ad hoc reports
- Prioritize requests based on their operational impact
- Identify recurring issues and contribute to root cause analysis
- Propose improvements to optimize support practices and reduce operational pain points
- Contribute to production changes, including documentation and validation activities
Requirements
- College diploma (DEC) or bachelor's degree in IT, business administration, or a related field
- Minimum of 10 years of hands-on experience in administrative operations for group savings and retirement
- Ability to analyze and diagnose operational issues
- Ability to communicate effectively with technical and non-technical audiences
- Strong understanding of application systems, data flows and production environments
- Experience managing and prioritizing tickets (ServiceNow) and applying ITIL practices
- Customer-service mindset and collaborative approach
- Autonomy, sound judgment and resourcefulness in complex environments
- Knowledge of the group savings and retirement domain
- Fluent in French
- Intermediate level of English
Benefits
- A work environment focused on learning and development combined with a collective pursuit of excellence
- A healthy, safe, fair and inclusive workplace
- Hybrid work option supported by flexible arrangements
- Flexible health insurance
- Competitive retirement/pension plan
- Employee share purchase plan
- Vacation and wellness days
- Telemedicine
- Employee and family assistance program
- Ergonomic equipment program
- Performance bonus
- Discounts on iA products
Job title
Job type
Experience level
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