Senior Advisor of Technical Support

• The workplace technology environment is a key component of CDPQ’s information technology evolution strategy, with the objective of enabling connectivity anytime, anywhere, supporting the organization’s global footprint, and ensuring the deployment of tools that foster collaboration
• This includes the evolution of workstations, management of productivity tools, videoconferencing, and telephony
• Within the Workplace support team in London, the advisor provides support, maintenance, and troubleshooting for computers, peripherals, and software in accordance with established standards
• The role involves interacting directly with users, following up on requests, and ensuring issues are fully resolved
• The individual will provide support to the London office as well as other offices across Europe
• Serve as a primary point of contact for users on technology support matters
• Manage requests end-to-end, ensuring thorough follow-up and proactive communication
• Analyze, diagnose, and resolve a wide range of incidents related to workstations, applications, equipment, and IT services
• Install, configure, maintain, and refresh computer equipment and peripherals according to established standards
• Ensure the proper functioning of collaboration tools, meeting room technologies, and audiovisual equipment
• Provide hands-on support in an international, multi-site environment, while taking local business priorities into account
• Coordinate technology-related activities associated with employee onboarding, integration, internal moves, and off-boarding
• Contribute to technology deployments and projects aimed at enhancing the user experience
• Document incidents, solutions, and procedures while supporting the standardization of support practices
• Assist users in adopting tools, best practices, and new ways of working
• Collaborate closely with internal teams, vendors, and partners to resolve complex or high-priority issues
• Participate in on-call support and ensure appropriate escalation of critical situations as required

Comfortable working in dynamic, multicultural, evolving, and ambiguous environmentsStrong organizational skills, attention to detail, and a focus on priorities, service excellence, and continuous improvementSelf-driven, accountable, and proactiveStrong communication skills, with the ability to simplify complex concepts, engage stakeholders, and positively influence othersCollaborative, solution-oriented, and skilled at building trusted relationshipsStrong client service orientation and consulting skillsKnowledge of French, an assetUnderstanding of IT support in an international context is an assetAbility to manage multiple priorities in a fast-paced environment2 to 5 years of experience in technology support or end-user computing environmentsStrong analytical, diagnostic, and problem-solving skillsGood knowledge of Windows, Microsoft 365, Intune, collaboration tools, conference room technologies, and audiovisual equipmentFull fluency in English, both written and spoken

Studies show that women and individuals from groups that are traditionally underrepresented are more likely to apply only when they meet all requirements. If you’re interested in this job but you don’t meet all the criteria, apply anyway!