IT Support Agent

Job description

PayFacto, a well-rounded fintech institution providing payment processing solutions to merchants, is growing quickly and executing on an ambitious transformation to maintain its leadership in a face pace business environment.  Our team is known for exceptional payments experience, strong vision, problem solving and going above and beyond for our clients.


Under the supervision of the IT Systems Administrator, the IT Support Agent ensures optimal operation of computer equipment and performs various types of analyses. He/she ensures the follow-up of services, requests for information and assistance to users. He/she participates in the execution of the projects to which he/she is assigned. If necessary, he/she attends meetings required to ensure projects are running smoothly. He/she conducts research on new products that better meet the needs of new environments and participates in the installation of these products according to direction from the IT Director and Executives.

In your role you will be responsible for :


  • Perform server maintenance (back-ups, updates, etc.)
  • Coordinates network access.  Manages user accounts, from their creation when new employees arrive to their destruction when they leave
  • In collaboration with the network administrator, ensures administration, maintenance, and follow-up of the of the alarm system policy, works closely with the supplier
  • Write and maintain documentation, procedures, and policies
  • Controls and monitors email usage, web browsing and installed software
  • Performs first and second tier support to internal users regarding computer equipment (computers, printers, software…)
  • Performs after-hours production support
  • Manage telephone number redirections
  • Monitors systems, equipment, security, and access controls
  • Follows up on user service for any development, information or assistance requests
  • Carries out user needs assessment and analysis of software packages on the market or application development
  • Performs troubleshooting & problem analysis, evaluation of different solutions and submits a recommendation to his/her supervisor
  • Maintains contact with users in order to identify their needs
  • Performs activities related to the implementation of new systems or the optimization of existing systems, according to established standards
  • Verifies procurement requests and prepares requisitions when required
  • Develops the methods, standards and procedures as well as the means of control to be implemented to ensure the proper functioning of systems, equipment and services
  • Carries out technical research, according to the needs of users, in accordance with management direction, plans the necessary tests and prepares the required recommendations
  • Develops training content or conducts the necessary research according to user needs
  • Controls updates to user documentation and operations, according to established standards
  • In collaboration with the security manager, performs security and quality tests and controls; monitors activity logs and security alerts as a back up to the system analyst



Essential Experience, Knowledge, Skills and Abilities:

  • Windows Customer Support
  • Windows Office Support
  • Linux Administration (Shell)
  • Windows Server Administration
  • Windows Active Directory Administration
  • Good knowledge of network administration
  • Administration Exchange (asset)
  • Cisco Switch Administration (asset)
  • Cisco Firewall ASA Administration (asset)
  • Administration ESXI (asset)
  • Diplomacy and tact, ability to work with clients at all levels both inside and outside the organization
  • Ability to work with internal and external clients and manage their expectations
  • Ability to prioritize and manage conflicting demands
  • Analytical skills for technical problems and good communicator
  • Organizational skills, creativity, team spirit, versatility, and attention to detail
  • Bilingual (French/English)

We invite you to please submit your cv

We thank all applicant for their interest; however, only those under consideration will be contacted.