IT Technical Advisor II

Job description

Our employees are at the heart of everything we do. Together, we help people, businesses, and society prosper in good times and be resilient in bad times. Our employee promise represents Intact’s commitment to you in exchange for living our Values, striving to do your best work, being open to change and investing in your career. In return, we promise to provide support, opportunities and performance-led financial rewards at a workplace where you can shape the future, win as a team and grow with us. Pay at Intact is about much more than just salary. Flexible work arrangements and a hybrid work model Possibility to purchase up to 5 extra days off per year Multiple benefits offered to support physical and mental wellbeing, including telemedicine, Wellness account and much more Share plan & other savings: up to 12% of salary or even more (ask how you could earn guaranteed income for life) Salary range (but not limited to): 80,700 - 98,700 Annual bonus target, based on the base salary, with a potential payout of up to double the target (subject to personal and company performance): 10% As part of our commitment to Win As A Team , we share our success with employees through our annual bonus plan and Employee Share Purchase Plan (ESPP) – with Intact matching 50% of your net shares. Our pension offerings provide flexibility and long-term security for our employees beyond their careers. We are one of the few companies offering the opportunity to receive guaranteed income for life via our defined benefit pension plan. Salary for the candidate will be determined taking into consideration a number of factors including: experience, skills, qualifications, anticipated contribution to role, internal equity, etc. The salary range presented above is based on a 35-hour workweek and would represent a majority of different candidate profiles. However, we encourage candidates who may fall outside of this range to apply as well. About the role We are seeking a Technical Advisor II to provide specialized technical leadership across end-user services, middleware, complex applications and telephony infrastructure. The role acts as a trusted technical consultant, translating business and user needs into reliable technology solutions while improving service stability, accelerating incident recovery and advancing operational efficiency. What you'll do here: Assess user and operational needs, recommend fit-for-purpose processes and tools, and support effective implementation. Manage incidents, problems, service requests and changes through established service-management and change-control practices, driving issues to full resolution. Support middleware, complex application environments, end-user technologies and telephony infrastructure. Plan, install, configure and upgrade software components in accordance with enterprise standards. Coordinate resolver groups during high-priority incidents, maintaining urgency, clear communication and disciplined follow-through. Advance operational optimization through self-service, event-management improvements, process documentation and knowledge transfer. Apply knowledge of AI tools and capabilities to identify automation, self-service and service-improvement opportunities, while promoting responsible and effective adoption. Build strong cross-functional partnerships and support senior technicians with onboarding, ordering, projects and workflow coordination. Travel to and work from company locations as operational needs require. What you bring to the table: University degree, college diploma or an equivalent combination of education and relevant experience. 2 to 3 years of experience supporting end-user services, products and technology solutions. At least 1 year of experience in IT incident and problem management. Working knowledge of ITIL practices; ITIL v3 certification is an asset. Sound understanding of networks, platforms, products, tools and their interdependencies in delivering end-user services. Practical knowledge of AI tools and functions, with the judgement to use them responsibly to support troubleshooting, productivity, knowledge management and service innovation. Strong customer-service, troubleshooting and problem-solving capabilities, with the ability to manage expectations and remain methodical under pressure. Demonstrated leadership, coordination and communication skills, including the ability to lead technical discussions, briefings and conference calls. Proven ability to act as a leader, demonstrate strong customer focus and constructively challenge established practices to improve services and the user experience. Ability to influence outcomes, adapt to changing priorities and drive complex issues to closure across multiple teams. No Canadian work experience required however must be eligible to work in Canada Success in This Role The successful candidate will combine technical depth, operational discipline, AI literacy and a service-oriented mindset. Acting as a leader and trusted advisor, they will maintain a strong customer focus, constructively challenge the status quo and champion new ways of working that improve services and the user experience. They will be recognized for restoring service quickly, reducing recurring issues, strengthening cross-team execution and turning technology-enabled improvement opportunities into measurable outcomes. #LI-Hybrid Ce poste jouera un rôle essentiel au sein de notre équipe. | This position will fill an essential role in our team. We are an equal opportunity employer At Intact, our Value of respect is founded on seeing diversity as a strength. We strive to create an accessible workplace where employees feel valued, included and encouraged to share their unique perspectives. We encourage applications from individuals who are members of equity-deserving groups, including but not limited to women, Indigenous peoples, persons with disabilities, Black people, and members of the 2SLGBTQI+ community. As part of Intact’s commitment to reconciliation, we acknowledge that we work, meet and travel across the land currently called Canada, originally inhabited by First Nations, Metis and Inuit people. This history extends through many centuries and continues to evolve today. We have policies to ensure equal access and participation for people with disabilities, including providing workplace adjustments (accommodations). A copy of applicable policies is available on request. If we can provide a specific adjustment to make the recruitment process more accessible for you, please let us know when we reach out about a job opportunity. We’ll work with you to meet your needs. Learn more about our recruitment process and your candidate journey here. Please note that Intact does not provide sponsorship or other support for immigration-related matters including but not limited to employer-specific closed work permits. Candidates must be eligible to work in Canada from the anticipated start date and throughout their employment and are solely responsible for maintaining their work eligibility. If you are an employee of Intact or belairdirect, please apply for this role on Internal Career Site.