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Technical Support Analyst - Montreal
Montreal, CanadaPosted 6 months ago
Full-timeonsite
Job Description
Technical Support Analyst - Montreal
Department: IT
Employment Type: Full Time
Location: Montreal, Canada
Description
Oxford Economics - a leading economic forecasting and consulting firm, is looking to hire a proactive, self-motivated and detail-oriented Support Analyst to join our global IT Operations Team. Based in either our Toronto or Montreal office, you’ll play a key role in supporting staff across the organization and helping them work efficiently with our bespoke publishing system for website content.
You’ll receive full training on our custom publishing workflow, then become the go-to expert for supporting, testing, and improving how our teams use it. Alongside publishing support, you’ll handle day-to-day technical queries, manage tickets, and collaborate closely with colleagues across global IT to keep systems running smoothly.
This is a great opportunity for someone who enjoys solving problems, learning new tools, and taking ownership of how technology supports our business.
Key Responsibilities
- Learn and master our bespoke publishing process, then support staff to ensure content is produced and published accurately and on time.
- Handle client and internal queries related to hosted subscription or publishing services, escalating to Account Managers or the Product Team when necessary.
- Plan, run, and document software testing for new releases and updates.
- Provide responsive first-line technical support via helpdesk, email, phone, or in person.
- Diagnose and resolve software, hardware, and network issues efficiently.
- Escalate complex incidents with clear documentation when required.
- Monitor and manage support tickets, keeping users informed and ensuring timely resolution.
- Create and share internal solution articles to support knowledge transfer within the team.
- Respond to automated system and security alerts in a timely manner.
- Assist with IT improvement projects such as hardware refreshes, process automation, or system migrations.
- Support business continuity and disaster recovery processes as needed.
- Build trusted relationships with colleagues, leadership, and third-party partners.
- Occasionally travel to other offices in the region.
Key Working Relationships
Internal:
- Economists / Business Analysts
- IT Operations and Software Development Teams
- Marketing & Business Development
External:
- Vendors and Support Partners
Skills, Knowledge & Expertise
Required
- College-level IT qualification or equivalent experience.
- Strong proficiency in Microsoft Word and Excel (intermediate to advanced level).
- General understanding of publishing or content workflows.
- Excellent communication and relationship-building skills.
- Experience with the Office 365 suite (Outlook, etc.).
- Basic knowledge of Microsoft Azure, Intune, PIM, virtual machines, and storage accounts.
- Solid troubleshooting, problem-solving, and analytical skills.
- Experience with Windows operating systems.
- Ability to monitor and manage hardware and software assets for compliance.
Desired
- Intermediate experience with VBA (Visual Basic for Applications).
- Experience with Microsoft Word add-ins
- Experience in a helpdesk or IT support environment (SLAs, ticketing).
- Knowledge of Office 365 and the associated components (Exchange, Purview, SharePoint)
- Knowledge of Active Directory (users, groups, DNS, DHCP, Group Policy).
- Understanding of data security and compliance practices.
- Familiarity with networking components such as switches, firewalls, and access points.
What does success look like
- Becomes a trusted point of contact for publishing and IT support.
- Consistently provides fast, accurate, and friendly support.
- Actively contributes to improving systems and workflows.
- Builds strong working relationships across teams.
- Takes initiative to learn and expand technical expertise.
Equal Employment Opportunity (EEO)
Oxford Economics is an equal opportunity employer that is committed to diversity and inclusion in the workplace. We prohibit discrimination and harassment of any kind based on race, color, sex, religion, sexual orientation, national origin, disability, genetic information, pregnancy, or any other protected characteristic as outlined by federal, state, or local laws.