IT Technical Advisor II

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.

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

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

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.