Senior Technical Support Specialist

at  Intellifi

ABOUT US

Welcome to Intellifi, where our mission is “Lending Solutions Simplified”. This is more than tagline for us – it’s our commitment to every customer, business partner and team member. While we have decades worth of experience and expertise in Commercial Services and Technology, Residential Services, and Residential Technology, we aren’t standing still. From the adventurous start ups to the established institutions with billions in assets, and to those we have yet to serve, we owe it to our dozens of clients to always be moving forward.
At Intellifi we believe that a culture of innovation, creativity and partnership is what enable us to provide executable end-to-end solutions to the various lenders in the residential and commercial industry in Canada. Where hi-tech meets hi-touch, we are a team of experts providing a selection of technology products and lending operations services that helps create efficiency in loan management for both our clients and their customers.

IN THIS ROLE, YOU WILL:

• Be the primary IT contact person of the company in Ottawa
• Provide level 1 and 2 technical and application support to all of our other corporate office locations
• Act as an escalation point for the more junior support personnel on the team
• Coordinate with various third parties, department managers or stakeholders to resolve issues
• Take lead in various projects meant to improve IT efficiency and functionality
• Manage onboarding, offboarding and role management for all users
• Build and support user workstations as well as manage hardware inventory
• Accurately use ticketing and time tracking systems to maintain service levels for end-users.
• Maintain and support internal and third-party software packages and coordinate with vendors or developers as needed
• Build and deploy technology to automate maintenance, security, and deployment processes for workstations and end-user applications
• Research and resolve problems within the scope of responsibility, escalating to appropriate departmental staff any issues that may adversely impact systems
• Identify processes and procedures that can be automated and make recommendations to test and monitor systems’ performance
• Assist with maintaining accurate technical support documentation and procedural compliance documentation

THIS ROLE IS FOR YOU IF YOU HAVE:

• Acquired a degree or diploma in Computer Science, Information Technology, Computer Engineering or have received equal training in a similar field of study.
• Supported windows-based enterprise applications and have experience in supporting the following:
• Microsoft Azure/Entra
• Microsoft InTune
• Microsoft Office 365
• Microsoft Exchange Online
• Anti-virus and security applications
• Workstation build automation and hardening
• Workstation remote support solutions
• Remote desktop and Virtual desktop technologies
• Experience and knowledge in information technology information library (ITIL) methodologies
• A minimum of 7+ years of experience in a fast-paced technical support or network operations role within a technical support environment; financial services or FinTech industry experience is an asset.