Analyste Support IT

Keyloop
Montreal
Workplace: HybridFull timeFunction: Product ManagementExperience: 3+ yearsSkills: ["Customer service","Problem-solving","Documentation","Communication","Teamwork"]

Provide Level 2 IT support as the second point of contact for employees, diagnosing and resolving incidents and requests while supporting workstations and user accounts. Administer and maintain IT platforms, install and configure equipment, and manage user account requests. Track and document tickets in ITSM, ensure SLA compliance, maintain user and system security, and provide technical guidance and training to internal users, collaborating with teams across Keyloop.

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FursaFursa
Keyloop
Keyloop
2 months ago

Analyste Support IT

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Source: Company careers pageValidated by: Fursa AI
Last checked: 4 hours agoStatus: Live

Job Summary

Provide Level 2 IT support as the second point of contact for employees, diagnosing and resolving incidents and requests while supporting workstations and user accounts. Administer and maintain IT platforms, install and configure equipment, and manage user account requests. Track and document tickets in ITSM, ensure SLA compliance, maintain user and system security, and provide technical guidance and training to internal users, collaborating with teams across Keyloop.
Location: Montreal
Workplace: Hybrid
Employment Type: Full time
Job Function: Product Management
Seniority: Mid level

Key Responsibilities

  • •Act as the Level 2 point of contact for employee technical assistance and deliver excellent customer service.
  • •Diagnose, resolve, and document Level 2 incidents and requests for PC, network, and hardware issues via phone/email/Microsoft Teams or onsite.
  • •Maintain and administer IT platforms used by the IT team.
  • •Install and configure workstations and IT equipment, and manage user account-related requests.
  • •Track and manage tickets in ITSM, ensure SLA adherence, support incident follow-up remotely or onsite, and maintain user/system security.
Travel: Low travel

Key Requirements

  • •Minimum 3 years of experience administering Microsoft O365 and Azure.
  • •Solid understanding of Active Directory, including user management, groups, and security.
  • •Experience troubleshooting O365, Windows, macOS, Azure, and Active Directory to resolve Level 2 issues.
  • •Knowledge of corporate networks (TCP/IP and network protocols).
  • •Experience with help desk/ticketing tools and strong technical documentation and communication skills.
Experience:3+ years
Skills:Customer serviceProblem-solvingDocumentationCommunicationTeamwork
Tech Stack:Microsoft O365AzureActive DirectoryWindowsMacOSMicrosoft TeamsITSMHelp deskTicketingTCP/IPNetwork protocolsAS400Lotus Notes

Company Brief

Keyloop
Provides dealer management systems and software solutions for automotive retailers and manufacturers, covering sales, service, parts, and connected retail tools to streamline dealership operations and digital customer experiences.
Industry: Automotive
Company Size: Large (251 to 1,000 employees)
Growth: Established Company
Funding: Private Equity Backed
Headquarters: Belfast, United Kingdom
Founded: 2018
WebsiteLinkedIn