Keyloop Jobs

Analyste Support IT / IT Support Analyst (Bilingual)

Keyloop

Analyste Support IT / IT Support Analyst (Bilingual)

Reposted 3 Hours Ago

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Montréal, QC, CAN

Hybrid

Mid level

Automotive • Retail • Software

The Role

Provide Level 2 IT support: diagnose, resolve, and document incidents for workstations and user accounts. Administer O365/Azure and AD, troubleshoot Windows/macOS and networks, manage tickets in ITSM, train users, maintain security, meet SLAs, and support escalations.

Summary Generated by Built In

Keyloop bridges the gap between dealers, manufacturers, technology suppliers and car buyers.

We empower car dealers and manufacturers to fully embrace digital transformation. How? By creating innovative technology that makes selling cars better for our customers, and buying and owning cars better for theirs.

We use cutting-edge technology to link our clients’ systems, departments and sites. We provide an open technology platform that’s shaping the industry for the future. We use data to help clients become more efficient, increase profitability and give more customers an amazing experience. Want to be part of it?

Titre du poste :

Analyste Support IT

Description du poste

Dans ce rôle, vous contribuerez à la gestion des services informatiques internes.

En tant que technicien support IT de niveau 2, vous serez le second point de contact pour les collaborateurs ayant besoin d’assistance technique. Vous serez responsable de diagnostiquer, résoudre et documenter les incidents et demandes de niveau 2, tout en assurant un support direct pour les postes de travail et les comptes utilisateurs.

Responsabilités principales

Fournir un excellent service client en tout temps
Assurer un support technique de niveau 2 aux employés (PC, réseau, matériel) via téléphone, email, Microsoft Teams ou en présentiel
Maintenir et administrer les plateformes utilisées par l’équipe IT
Fournir des conseils techniques et former les utilisateurs internes
Installer et configurer les postes de travail et équipements IT
Gérer les demandes liées aux comptes utilisateurs
Collaborer avec les différentes équipes chez Keyloop
Respecter les SLA (accords de niveau de service)
Assurer le suivi et la résolution des incidents utilisateurs (à distance ou sur site)
Suivre, documenter et gérer les tickets via l’outil ITSM
Maintenir la sécurité des utilisateurs et des systèmes
Proposer des améliorations aux processus IT

Connaissances et expérience

Forte capacité de résolution de problèmes multi-technologies
Minimum 3 ans d’expérience en administration Microsoft O365 et Azure
Bonne maîtrise des produits Microsoft O365
Bonne connaissance d’Active Directory (gestion des utilisateurs, groupes, sécurité)
Connaissance des réseaux d’entreprise (TCP/IP, protocoles réseau)
Expérience sur Windows et macOS
Capacité à générer des rapports O365 (analyse, audit, projets)
Excellentes compétences en documentation et rédaction technique
Bonne communication avec différents interlocuteurs
Expérience avec outils de ticketing et help desk
Capacité à gérer de petits projets et à encadrer des profils juniors
Connaissances AS400 et Lotus Notes (atout)

Compétences et aptitudesRésolution de problèmes

Dépannage O365, Windows, macOS, Azure et Active Directory
Gestion et contribution à la résolution d’incidents majeurs
Participation aux escalades si nécessaire

Collaboration et relationnel

Agir comme point de contact de niveau 2 pour les employés
Développer une image positive du service IT
Autonomie, rigueur et sens de l’organisation
Esprit d’équipe et capacité à travailler de manière autonome

Conditions spécifiques

Présence régulière au bureau (Montreal)
Astreinte occasionnelle (support hors horaires)
Déplacements ponctuels possibles

Job Title:

IT Support Analyst

Job Description

In this role, you will contribute to the management of internal IT services.

As a Level 2 IT Support Analyst, you will act as the second point of contact for employees requiring technical assistance. You will be responsible for diagnosing, resolving, and documenting Level 2 incidents and requests, while providing direct support for workstations and user accounts.

Key Responsibilities

Provide excellent customer service at all times
Deliver Level 2 technical support to employees (PC, network, hardware) via phone, email, Microsoft Teams, or onsite
Maintain and administer IT platforms used by the IT team
Provide technical guidance and training to internal users
Install and configure workstations and IT equipment
Manage user account-related requests
Collaborate with various teams across Keyloop
Ensure adherence to SLAs (Service Level Agreements)
Monitor and resolve user incidents (remotely or onsite)
Track, document, and manage tickets via the ITSM tool
Maintain user and system security
Recommend improvements to IT processes

Knowledge & Experience

Strong multi-technology problem-solving skills
Minimum 3 years of experience with Microsoft O365 and Azure administration
Good knowledge of Microsoft O365 products
Solid understanding of Active Directory (user management, groups, security)
Knowledge of corporate networks (TCP/IP, network protocols)
Experience with Windows and macOS
Ability to generate O365 reports (analysis, audits, projects)
Excellent documentation and technical writing skills
Strong communication skills across different stakeholders
Experience with help desk/ticketing tools
Ability to manage small projects and mentor junior team members
Experience with AS400 and Lotus Notes (nice to have)

Skills & CompetenciesProblem Solving

Troubleshooting O365, Windows, macOS, Azure, and Active Directory
Contributing to the resolution of major incidents
Supporting escalations when required

Collaboration & Interpersonal Skills

Act as a Level 2 point of contact for employees
Promote a positive image of the IT service function
Demonstrate autonomy, organisation, and attention to detail
Strong team player with the ability to work independently

Why join us?

We’re on a journey to become market leaders in our space – and with that comes some incredible opportunities. Collaborate and learn from industry experts from all over the globe. Work with game-changing products and services. Get the training and support you need to try new things, adapt to quick changes and explore different paths. Join Keyloop and progress your career, your way.

An inclusive environment to thrive

We’re committed to fostering an inclusive work environment. One that respects all dimensions of diversity. We promote an inclusive culture within our business, and we celebrate different employees and lifestyles – not just on key days, but every day.

Be rewarded for your efforts

We believe people should be paid based on their performance so our pay and benefits reflect this and are designed to attract the very best talent. We encourage everyone in our organisation to explore opportunities which enable them to grow their career through investment in their development but equally by working in a culture which fosters support and unbridled collaboration.

Keyloop doesn’t require academic qualifications for this position. We select based on experience and potential, not credentials.

We are also an equal opportunity employer committed to building a diverse and inclusive workforce. We value diversity and encourage candidates of all backgrounds to apply.

"At Keyloop, AI is a daily ally: We encourage and train every employee to use our AI tools to boost their creativity and productivity."

Skills Required

Minimum 3 years experience with Microsoft O365 and Azure administration
Good knowledge of Microsoft O365 products
Solid understanding of Active Directory (user management, groups, security)
Knowledge of corporate networking (TCP/IP, network protocols)
Experience with Windows and macOS
Experience with help desk/ticketing tools and ITSM
Ability to generate O365 reports (analysis, audits, projects)
Excellent documentation and technical writing skills
Strong communication and customer service skills
Ability to manage small projects and mentor junior team members
Experience with AS400
Experience with Lotus Notes
Regular on-site presence in Montreal and availability for occasional on-call support

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The Company

HQ: Hungerford

2,035 Employees

What We Do

As the largest global automotive technology company, Keyloop delivers cutting-edge solutions, tailored to the modern needs of auto retailers and OEMs alike. With 40 years of automotive DNA, and a deep understanding of what it takes to drive success, Keyloop solutions are delivered in over 90 countries, and trusted by more 20,000 retailers and 80 OEMs worldwide. From the showroom to the workshop, and everything in between, its technology facilitates distinctive customer experiences between key systems, tools and departments. With modern consumers demanding increasingly high levels of service and responsiveness, Keyloop and their partners connect retailers and OEMs to consumers through every step of their journey. Keyloop delivers a proven technology ecosystem that redesigns the automotive retail experience to cultivate lasting loyalty and optimise margins through increased efficiency, elevated experiences, and unrivalled connected data. For more information, please visit www.keyloop.com