Technical Operations Support Agent

Role Overview

• Participate in MIC platform administration activities (e.g., shutting down and starting servers, verifying automated system operations, managing access groups, maintaining backup units, and restoring files)
• Perform basic network activities (e.g., resetting passwords, configuring new users, and performing regular maintenance procedures)
• Carry out activities related to systems and technological equipment (e.g., activation, configuration, maintenance, and repair)
• Assist in evaluating equipment needs, identifying solutions, and managing computer equipment by informing the Help Desk team of required changes
• Respond to user requests, resolve and propose solutions to encountered problems, escalate more complex issues, and perform necessary follow-up
• Participate in planning and executing activities required for deploying and upgrading desktop systems
• Ensure adherence to standards, procedures, guidance, and recommendations regarding IT security
• Oversee all activities related to the flow of technical information necessary for the platform’s smooth operation
• Assist in managing and updating various web and platform applications, profiles, standardized groups, and user IDs
• Participate in managing licenses for various applications (e.g., PALTrak network, Expert module)
• Process and reconcile various reports and requests for all caisse sectors (e.g., Shared Services Centre reports, clearing, direct deposits and withdrawals, adjustments and monitoring of authorized transits, overdrawn accounts, inactive accounts, dividends, out-of-balance Trust, guarantee agendas, transactions related to collection items, and discharges)
• As needed, ensure necessary follow-up activities are performed for members and customers
• Execute information search requests and organize and submit the requested information in accordance with established procedures
• Ensure activities are completed in a timely manner and in accordance with prescribed quality standards
• Maintain the security of transactions and operations in accordance with current policies, practices, and standards

Requirements

• College diploma (Attestation of Collegial Studies)
• Minimum of two years of relevant experience
• Proficiency in French is required

Benefits

• Competitive salary and annual bonus
• 4 weeks of flexible vacation starting in the first year
• Defined benefit pension plan that provides predictable, stable income throughout retirement
• Group insurance including telemedicine
• Reimbursement for health and wellness expenses and telework equipment