Analyste support technique Senior, T.I.

Sr. Technical support Analyst (Montreal)

Richter is a Business Family Office that provides strategic advice on business matters and on families’ financial and personal objectives across generations.

With close to 100 years of experience advising at the intersection of family and business, Richter has developed an integrated approach to help business owners find sustainable success.

Whether business, personal, or both, Richter is uniquely positioned to address the needs of Canada’s most successful entrepreneurs, private clients, business owners and business families and help them chart a clear path to shape their legacy for the future.

Founded in 1926, Richter’s 600-person multidisciplinary team continuously innovates to create value for our people, clients, and community in Canada and in the US.

Position overview :

Richter’s Information Technology Group is responsible for all of the firm’s hardware, software, networking and communication needs.

We are looking for a Sr. Technical Support Analyst, who will be responsible for assisting the desktop support team in providing first and second level IT support in a timely and professional manner.

The Technical Support Analyst has a very thorough understanding knowledge of providing excellent and consistent customer service.

Responsibilities of a Sr. Technical Support Analyst :

• Provide a positive customer experience over the phone and in person.
• Offer software troubleshooting for Microsoft platforms and Richter applications and services
• Deliver technical training to end users as requested or needed.
• Configure & troubleshoot clients in an Exchange Office 365 environment
• Troubleshoot peripheral devices, (touch screen monitors, scanners, card swipes & printers).
• Demonstrate the ability to multi-task during occasional peaks in workload.
• Available to work on an evening and weekend rotation on a 1 week per month basis, and to handle emergency off hours escalations
• Deliver technical training to end users as requested or needed.

What we are looking for :

• Minimum 5 years experience in a simlar role
• Completed post-secondary education in Computer Science, Information Technology or related field.
• Highly motivated and self-sufficient
• Strong troubleshooting skills and the ability to multi-task.
• Experience in supporting internal clients at all organizational levels
• Strong understanding of ticketing systems and managing, prioritizing customer support incidents and requests
• Working knowledge of Cloud or SAAS applications like Office 365.
• Bilingual in both official languages, along with good communication and documentation skills
• Strong knowledge of Microsoft Operating Systems, Microsoft Office Products and basic networking troubleshooting.
• Knowledge of Microsoft Active Directory / Azure
• Knowledge of wireless technologies including tablets and mobile devices.
• Knowledge of IT systems from an end-user perspective (e.g. Document management, intranets, ERP software, Audio-Visual equipment)

English is required for business reasons to serve external and / or internal English-speaking clients.

What’s in it for you?

• Competitive group benefits which include group insurance, Health Spending Account, savings plans, and Employer Contribution Matching
• Employee and Family access to virtual healthcare network
• Employee and Family Assistance Programs, including consultations with mental health professionals
• Annual Health & Well-being Program
• Hybrid work Environment
• Competitive Performance Bonus
• Tuition Reimbursement
• Professional Dues Reimbursement
• CFE leave financial support
• Academic Incentives
• Talent referral bonus
• Client referral bonus
• Access to an on-demand concierge nannying, babysitting, and tutoring service

Annual employee rewards and recognition