Analyste Support IT / IT Support Analyst

Keyloop bridges the gap between dealers, manufacturers, technology suppliers and car buyers.

We empower car dealers and manufacturers to fully embrace digital transformation. How? By creating innovative technology that makes selling cars better for our customers, and buying and owning cars better for theirs.

We use cutting-edge technology to link our clients’ systems, departments and sites. We provide an open technology platform that’s shaping the industry for the future. We use data to help clients become more efficient, increase profitability and give more customers an amazing experience.  Want to be part of it?

Titre du poste :

Analyste Support IT 

Description du poste

Dans ce rôle, vous contribuerez à la gestion des services informatiques internes.

En tant que technicien support IT de niveau 2 , vous serez le second point de contact pour les collaborateurs ayant besoin d’assistance technique. Vous serez responsable de diagnostiquer, résoudre et documenter les incidents et demandes de niveau 2, tout en assurant un support direct pour les postes de travail et les comptes utilisateurs. 

Responsabilités principales

• Fournir un excellent service client en tout temps


• Assurer un support technique de niveau 2 aux employés (PC, réseau, matériel) via téléphone, email, Microsoft Teams ou en présentiel 


• Maintenir et administrer les plateformes utilisées par l’équipe IT


• Fournir des conseils techniques et former les utilisateurs internes


• Installer et configurer les postes de travail et équipements IT 


• Gérer les demandes liées aux comptes utilisateurs


• Collaborer avec les différentes équipes chez Keyloop


• Respecter les SLA (accords de niveau de service)


• Assurer le suivi et la résolution des incidents utilisateurs (à distance ou sur site) 


• Suivre, documenter et gérer les tickets via l’outil ITSM


• Maintenir la sécurité des utilisateurs et des systèmes


• Proposer des améliorations aux processus IT

Connaissances et expérience

• Forte capacité de résolution de problèmes multi-technologies


• Minimum 3 ans d’expérience en administration Microsoft O365 et Azure


• Bonne maîtrise des produits Microsoft O365


• Bonne connaissance d’Active Directory (gestion des utilisateurs, groupes, sécurité)


• Connaissance des réseaux d’entreprise (TCP/IP, protocoles réseau)


• Expérience sur Windows et macOS


• Capacité à générer des rapports O365 (analyse, audit, projets)


• Excellentes compétences en documentation et rédaction technique


• Bonne communication avec différents interlocuteurs


• Expérience avec outils de ticketing et help desk


• Capacité à gérer de petits projets et à encadrer des profils juniors


• Connaissances AS400 et Lotus Notes (atout) 

Compétences et aptitudes

Résolution de problèmes

• Dépannage O365, Windows, macOS, Azure et Active Directory


• Gestion et contribution à la résolution d’incidents majeurs


• Participation aux escalades si nécessaire 

Collaboration et relationnel

• Agir comme point de contact de niveau 2 pour les employés


• Développer une image positive du service IT


• Autonomie, rigueur et sens de l’organisation


• Esprit d’équipe et capacité à travailler de manière autonome 

Conditions spécifiques

• Présence régulière au bureau (Montreal)


• Astreinte occasionnelle (support hors horaires)


• Déplacements ponctuels possibles

Job Title:

IT Support Analyst

Job Description

In this role, you will contribute to the management of internal IT services.

As a Level 2 IT Support Analyst , you will act as the second point of contact for employees requiring technical assistance. You will be responsible for diagnosing, resolving, and documenting Level 2 incidents and requests, while providing direct support for workstations and user accounts.

Key Responsibilities

• Provide excellent customer service at all times


• Deliver Level 2 technical support to employees (PC, network, hardware) via phone, email, Microsoft Teams, or onsite


• Maintain and administer IT platforms used by the IT team


• Provide technical guidance and training to internal users


• Install and configure workstations and IT equipment


• Manage user account-related requests


• Collaborate with various teams across Keyloop


• Ensure adherence to SLAs (Service Level Agreements)


• Monitor and resolve user incidents (remotely or onsite)


• Track, document, and manage tickets via the ITSM tool


• Maintain user and system security


• Recommend improvements to IT processes

Knowledge & Experience

• Strong multi-technology problem-solving skills


• Minimum 3 years of experience with Microsoft O365 and Azure administration


• Good knowledge of Microsoft O365 products


• Solid understanding of Active Directory (user management, groups, security)


• Knowledge of corporate networks (TCP/IP, network protocols)


• Experience with Windows and macOS


• Ability to generate O365 reports (analysis, audits, projects)


• Excellent documentation and technical writing skills


• Strong communication skills across different stakeholders


• Experience with help desk/ticketing tools


• Ability to manage small projects and mentor junior team members


• Experience with AS400 and Lotus Notes (nice to have)

Skills & Competencies

Problem Solving

• Troubleshooting O365, Windows, macOS, Azure, and Active Directory


• Contributing to the resolution of major incidents


• Supporting escalations when required

Collaboration & Interpersonal Skills

• Act as a Level 2 point of contact for employees


• Promote a positive image of the IT service function


• Demonstrate autonomy, organisation, and attention to detail


• Strong team player with the ability to work independently

Why join us?

We’re on a journey to become market leaders in our space – and with that comes some incredible opportunities. Collaborate and learn from industry experts from all over the globe. Work with game-changing products and services. Get the training and support you need to try new things, adapt to quick changes and explore different paths. Join Keyloop and progress your career, your way.

An inclusive environment to thrive

We’re committed to fostering an inclusive work environment. One that respects all dimensions of diversity. We promote an inclusive culture within our business, and we celebrate different employees and lifestyles – not just on key days, but every day.

Be rewarded for your efforts

We believe people should be paid based on their performance so our pay and benefits reflect this and are designed to attract the very best talent. We encourage everyone in our organisation to explore opportunities which enable them to grow their career through investment in their development but equally by working in a culture which fosters support and unbridled collaboration.

Keyloop doesn’t require academic qualifications for this position. We select based on experience and potential, not credentials.

We are also an equal opportunity employer committed to building a diverse and inclusive workforce. We value diversity and encourage candidates of all backgrounds to apply .

" At Keyloop, AI is a daily ally: We encourage and train every employee to use our AI tools to boost their creativity and productivity. "  

We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses and identifying potential inconsistencies or verification signals in application materials based on available information. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.