Role Description Ce poste s’adresse à un technicien expérimenté souhaitant évoluer vers un rôle à fort niveau d’autonomie et de complexité. Nous recherchons une personne orientée client, capable de collaborer efficacement en équipe et d’évoluer dans un environnement dynamique. Dans un premier temps, la personne contribuera principalement aux activités de support technique, tout en développant une compréhension approfondie des environnements et des solutions clients. La personne peut travailler à distance ou se rapporter à l’un des bureaux de PG Solutions Inc., soit à Rimouski ou Québec. Tâches et responsabilités : - Analyser les requêtes, tenir compte du degré d'urgence et de la complexité, traiter ou transmettre à l’équipe ayant l'expertise nécessaire; - Offrir le support logiciel et technique en visant une résolution efficace et durable des problématiques du client; - Effectuer des installations et des configurations logicielles à distance; - Diagnostiquer et régler des problèmes reliés aux logiciels ou aux environnements informatiques du client et/ou en hébergement; - Accompagner les clients dans l’utilisation optimale des solutions et des technologies offertes par PG Solutions; - Contribuer à l’amélioration continue des pratiques de support, de la documentation et des outils utilisés au sein de l’équipe. Qualifications - Expérience concrète en support d’environnements informatiques, avec une bonne capacité à diagnostiquer et résoudre des problématiques techniques variées : - Windows server - Windows 10/11 - Linux server - Maîtrise des concepts de réseautique et des technologies Internet - Compréhension des concepts d'engins de base de données (SQL, Oracle) - Capacité à apprendre rapidement et à approfondir ses connaissances dans différentes technologies selon les besoins; - Autonomie, sens de l’analyse et gestion efficace des priorités; - Intérêt marqué et ouverture à intégrer des outils d’intelligence artificielle dans son travail quotidien. - Avoir obtenu un diplôme dans une formation pertinente dans le domaine du soutien informatique. Requirements - Bilinguisme (Anglais, Français); - Expérience de 3 à 5 ans comme technicien en soutien informatique; - Connaissances du secteur public dans le domaine municipal; Benefits - Des opportunités concrètes de développement professionnel (formation, évolution interne); - Un environnement de travail dynamique favorisant la collaboration et l’autonomie; - Une assurance médicale payée par l’employeur dès le premier jour; - 3 semaines de vacances dès la première année; - 5 jours de congés personnels par année; - Un programme de REER avec participation de l’employeur; - Un programme de reconnaissance des habitudes de vie actives (prime annuelle); - Plusieurs autres avantages visant votre bien-être et votre équilibre travail-vie personnelle.

Role Description We are looking for an IT Support specialist to own the technical infrastructure that runs Valerie's day-to-day operations. This role sits at the intersection of internal tools, marketing technology, and workspace management responsible for keeping our systems connected, accessible, and scalable as we onboard new brands and grow the team. The ideal candidate is hands-on, systems-minded, and comfortable managing multiple SaaS platforms across operations, brand execution, and martech. Accountabilities - Project & Workflow Management (Monday.com) - Set up and maintain Valerie's Monday.com workspace across three board structures: individual UI boards (per team member), POD and brand boards (brand level tracking), and COE dashboard (execution team tasks). - Design board templates, automations, and workflows that standardize task management across brands. - Onboard team members, configure permissions, and train users on the platform. - Continuously refine board structures based on team feedback and scale requirements. - Martech Stack Management - Manage SaaS subscriptions and access for Valerie's martech stack. - Set up access, configuration, and execution for the martech stack. - Track usage, renewals, and cost optimization across the stack. - Evaluate and onboard new martech tools as brand requirements evolve. - Manage Valerie's martech stack user access, provisioning, integrations, and cost tracking across the portfolio of tools (Polar Analytics, and others as the stack grows). - Workspace & Collaboration Tools - Administer Microsoft Teams across the organization, user management, channels, meeting rooms, recording and transcription configuration. - Manage internal apps and tools used across Valerie operations (SharePoint, Outlook, OneDrive, and related Microsoft 365 services). - Maintain Valerie's internal SaaS stack, Claude, Figma, Canva, and other team tools; including shared mailbox configurations and team-level access. - Support new tool rollouts and integrations as the team adopts them. - Support & Operations - First line of support for all IT, tooling, and access issues across the team. - Troubleshoot platform issues, escalate to vendors where required. - Maintain documentation for all tools, access protocols, and internal processes. - Support onboarding of new team members, provisioning accounts, access, and tool training. Qualifications - Must Have: - 5+ years of hands-on experience managing SaaS platforms in a startup or scale-up environment. - Demonstrated expertise in Monday.com board design, automations, integrations, and user management (candidates without Monday.com experience must show comparable project management platform experience: Asana, ClickUp, Jira). - Strong working knowledge of Microsoft 365 administration, Teams, Outlook, SharePoint, OneDrive. - Experience managing multi-user SaaS subscriptions and access controls. - Systems Thinking - Ability to design scalable workflows and board structures, not just execute instructions. - Experience setting up systems from scratch in a fast-moving environment. - Strong documentation habits. - Support & Troubleshooting - Proven ability to triage and resolve IT issues across a distributed team. - Comfortable working across multiple time zones (Valerie operates on Singapore time). - Clear written and verbal communication; able to explain technical concepts to non-technical users. - Martech Familiarity - Exposure to marketing technology stacks; analytics tools, CRM platforms, ad management tools. - Understanding of API-based integrations between SaaS platforms. - Familiarity with tools like Polar Analytics, Triple Whale, or similar e-commerce analytics platforms is a plus. - Good to Have - Experience in an agency, DTC brand, or multi-brand operating environment. - Familiarity with e-commerce platforms (Shopify, Amazon Seller Central). - Basic scripting or automation experience (Zapier, Make, Power Automate). - Understanding of IT security basics; SSO, 2FA, access hygiene. What Success Looks Like - Platform adoption: Monday.com fully operational across all three board structures, with active team usage. - System uptime: Minimal disruption to team workflows from tool or access issues. - Response time: Time to resolution on IT and access tickets. - Documentation coverage: All tools, processes, and access protocols clearly documented. - Cost efficiency: Martech spend optimized against usage and value. - Onboarding speed: Time to full tool access for new team members. - Stakeholder satisfaction: Team feedback on IT support quality and platform experience. - Scalability readiness: Systems built to handle brand and team growth without rework. - Ownership & execution: Ability to independently identify issues, propose solutions, and implement. - Company Values Alignment: Ownership, accountability, execution excellence.

• Partner with client executive stakeholders to scope and plan large-scale legacy modernization initiatives. • Lead the technical decomposition of complex, multi-phase transaction systems. • Lead the process of analyzing extractable processes and dependencies to build incremental value realization plans. • Collaborate with client Security, Networking and Data leadership teams for secure, reliable and scalable approaches. • Ensure system designs prevent technical debt while accelerating development velocity through AI-driven agentic workflows. • Collaborate with client CXO team to champion technical workforce transformation from legacy to modern systems. • Ensure all production releases are thoroughly tested and make recommendations on when each release should go live.

• Serve as the primary point of contact for Helpdesk support which assists users with application functionality, account and role access, workflow processes, security permissions, and network connectivity. • Perform initial triage and basic troubleshooting of incoming requests, while coordinating Helpdesk operations by assessing priorities, documenting issues, and assigning or routing tickets to appropriate technical staff for resolution. • Provide Helpdesk support to end users through email, telephone, instant messaging, and other approved communication channels. • Provide technical support for Commercial Off-The-Shelf (COTS) and Government Off-The-Shelf (GOTS) applications utilized by the organization. • Develop, document, and maintain Helpdesk procedures, knowledge base articles, installation guides, training materials, and support documentation. • Log, track, update, and manage all support requests within the organization's ticket management system, ensuring accurate documentation and timely resolution. • Monitor ticket queues and prepare status reports to provide visibility into support activities, issue trends, and resolution progress. • Prioritize incidents and service requests based on severity, business impact, number of affected users, and client requirements to ensure timely response and resolution. • Provide user training and guidance on new and existing applications and system functionality as needed. • Provide occasional after-hours support to address critical issues, maintenance activities, or client operational requirements.