Description:
The Analyst, IT Infrastructure & Support, supports the stability, security and effectiveness of the CIB's information technology environment. The role provides operational and technical support across infrastructure, endpoint services and identity‑based access, ensuring that IT services reliably enable the CIB’s business objectives.
Your responsibilities include:
Infrastructure and operations
- Support the day‑to‑day operation of the CIB’s IT infrastructure, including servers, endpoints, network connectivity and core enterprise services
- Participate in scheduled maintenance, patching and planned service interruptions to ensure system availability, performance and security
- Monitor, troubleshoot and resolve infrastructure and service issues, escalating as required in accordance with established processes
End‑user and service support
- Provide support for end‑user issues related to devices, access, Microsoft 365 services and enterprise applications
- Ensure incidents and service requests are logged, tracked and resolved in alignment with service-level expectations
- Execute and fully document onboarding and offboarding activities
Identity, access and security support
- Support identity and access services, including SSO, MFA and user access troubleshooting
- Assist with endpoint security and monitoring activities in collaboration with internal teams and service providers
Change, Asset and configuration management
- Support IT Change Management Activities, including documentation, coordination and stakeholder communication
- Assist with IT asset lifecycle activities, including provisioning, replacement and decommissioning of hardware and software
- Maintain accurate documentation and records to support operational transparency and audit requirements
Your ideal profile:
- Post‑secondary education in information technology, computer science or a related field, or an equivalent experience
- Three to five years of demonstrated experience supporting IT infrastructure, end‑user services or IT operations in an enterprise environment
- Experience working within structured IT service management practices (incident, change and request management)
- Bilingualism (English and French), an asset
- Analytical and problem‑solving skills
- Clear written and verbal communication
- Strong service orientation and attention to detail
- Collaborative and team‑focused approach
Must‑have technical skills
- Networking—Experience supporting enterprise network connectivity and troubleshooting-related issues
- Microsoft 365—Including Exchange Online, Teams, SharePoint, OneDrive, and identity‑related administration
- PowerShell—Ability to use PowerShell for administrative, automation and reporting tasks in a Microsoft‑based environment
- Single sign‑on (SSO)—Experience supporting authentication and identity‑based access, including troubleshooting SSO‑related issues
Nice‑to‑have technical skills
- Azure Administrator-Managed monitored and optimized Microsoft Azure environments
- Sentinel Administrator-Supported log ingestion, data connectors, maintain analytics rules, configure incident workflows and ingestion costs
- SentinelOne—Exposure to endpoint detection and response (EDR) platforms
- NinjaOne—Experience with remote monitoring and management (RMM) tools for endpoint support and patching
- Halo ITSM—Familiarity with IT service management platforms supporting incident, request and change workflows
- Neat Videoconferencing—Familiarity with enterprise videoconferencing setup and troubleshooting