IT User Support

General Description

PWL is a premier independent Canadian Wealth Management firm with offices in Montreal, Ottawa, Toronto, and Waterloo. It employs over 70 employees and is experiencing high growth. Canadian High Net Worth families trust us to manage their investment portfolios on a discretionary basis and provide holistic financial advice for all facets of their lives. As a broker dealer and an IIROC member firm, our subsidiary PWL Capital Inc. offers portfolio management and brokerage services to our clients. Our PWL Advisors Inc. subsidiary offers financial planning and insurance products and is regulated in Ontario by the FSCO and in Quebec by the AMF. PWL Capital Inc. and PWL Advisors are wholly owned subsidiaries of PWL Wealth Management Inc.

Job Summary

As an experienced technical support technician at PWL Capital you will be working in an engaging and fast paced environment in the Montreal head office. We are looking for an individual who is totally excited to disrupt the financial advice-giving marketplace. We are great at what we do and are looking for a technical & system support specialist that will help us elevate our technology offering as a competitive differentiator. If you are passionate about technology, love working with people and understanding how they work, this job is for you. Our teams are totally engaged in providing great service to their clients, always keeping their best interest a priority. It is your job to maintain the operational efficiency of user devices, client software, and services. With technology, you will help enable our teams to sustain their growth and client service.

Responsibilities & Activities

• Responsible for the evaluation and triage of support requests. Ensure the upkeep of the tech support ticket system and provide rapid status reports when needed.
• Plan and organise the selection of computer equipment. Assemble, install, and dispatch PC and devices to users. Recognize the compatibility of components and devices.
• Execute first level system administrator tasks and assist the senior systems administrator as required.
• Assist in planning internal technology projects, review products, test applications. Contribute to the evolution of tech support tools and processes.
• Troubleshoot technology issues by running diagnostics and investigating alerts.
• Work with suppliers for managing and maintaining printers, scanning devices, office peripherals, desktops, and tablets. Manage inventory, equipment rotation, and keeping sufficient supplies in stock.
• Promote the implementation of industry best practices, processes, and policies
• Participate in daily status meetings and other technology project planning sessions
• Develop knowledge base and share practical tips to users and clients

Qualifications for Technical & System Support

• Bachelor’s degree in Computer Science, Information Technology, System Administration, or a closely related field, or equivalent experience required
• 3-5 years of client user & technical support experience
• Strong knowledge of helpdesk and IT support best practices, including experience with ticket systems (Jira), remote support tools, troubleshooting techniques.
• Strong at evaluating support requests and performing triage
• IT certifications in Microsoft, or other related fields are a plus
• Working knowledge of computer components, Windows operating system, printing and scanning devices.
• Extensive experience installing and supporting desktop and cloud Microsoft Office 365 applications, including: Outlook, Excel, Word, PowerPoint, Sway, SharePoint, OneNote, Teams.
• Training and/or experience with Active Directory, user management and security, networking concepts, server virtualization, backup/restoration, sys jobs, and monitoring.
• Knowledge of Dynamics CRM
• Comfortable with telephony and VOIP
• Familiar with testing and basic quality assurance verifications.
• Strong knowledge of helpdesk and IT support best practices, including experience with ticket systems (Jira), remote support tools, troubleshooting techniques.

How to Apply

We are a rapidly growing firm with a diverse group of clients – there is never a dull moment. We are thought leaders in the financial services industry, and we have been putting our client interests first for over twenty years.

Please apply with your cover letter and CV detailing why you feel you are the right fit for this role. Please fill out the form below to complete your application.

We will contact you if you are accepted for a candidate interview. Thank you for your interest in this position.