Support Analyst

Job ID
Montreal downtown
Role and Responsibilities
IT Unlock’s mission is to improve our client's current IT condition. We are looking for a talented Support Analyst. This is a permanent position. The work is done remotely until new instruction from the government and the candidate must live in Montreal. Beautiful technologies and nice challenge are waiting for you.


The main tasks are:


  • Support :
    • Ensure of the stability and availability of the services/tools for IAM.
    • Comply wit the SLA of the platform in FTS (Follow The Sun) mode
    • Ensure to operate the services in compliance with the security rules
    • Be on-call in case of special operations during the weekend
    • Communicate on incidents
  • Participate to reduce the online support activity by:
    • Promoting the Self service
    • Enhance the existing documentation
    • Participate to the automation of recurrent tasks
  • Spread the knowledge
    • Liaise with teams in Bangalore and Paris
    • Contribute to the documentation and spread the good usage of the tools
    • Promote the SSO solution of the group


Technical Skills:


Desired: Linux, Bash, SQL

Plus: Git, Python, AD/LDAP, OIDC, SAML2, ELK stack


Soft Skill:

  • Practical sense: the candidate must suggest pragmatical solutions to fit the need of the user  while respecting the quality standards.
  • Analysis and synthesis: be able to understand complex problems involving multiple IT teams or users.
  • Organisation and planning: be able to manage his working time autonomously and have a strong sense of priority
  • Perseverance and result oriented: Demonstrate self-exigence. Perseverance to find a solution, despite the difficulty. Stay positive. Focus on the outcome.
  • Oral and written communication: adapt your message to capture the attention of your audience.
  • Client centric and sense of service: To identify needs, the candidate must understand the reasons and motivations of the users of the platforms. He must direct his tasks according to their work habits, while helping them to evolve.
  • Cooperation and Team Spirit: He must work in good agreement with the members of the IAM teams all around the world and other teams like security and infrastructure team.


Languages: English, French is a strong plus since we are supporting tools at group level.





Experience Needed:


- At least 5 years experience as support or developer analyst


Educational Requirements:


- Bachelor of computer science or other related university degree

- 5+ years of experience as support or developer analyst
- Linux
- Bash
- English
- Live in Montreal
- Permanent position

- Git, Python, AD/LDAP, OIDC, SAML2, ELK stack
- French
Number of positions
Work Experience
At least 5 years
Apply on Job