Job Description – Technical Support Analyst

Position

Technical Support Analyst

Department

Information Technology

Reporting to

System Engineer, IT Infrastructure & Operations

Value & Overview of the Role

The value this role brings is the application of technical expertise and delivering positive customer experiences while providing first and second level technical support. This position is the face of the entire IT group and daily interactions and communicate with both internal and external customers. Ensuring technology resources are properly supported, tracked and resolved in a timely manner.

Accountabilities

• Configure and install PCs, telephone systems and peripheral devices (such as printers, scanners, mobile/smart phones, IoT) related to desktop infrastructure accordance with department standards.
• Manage and monitor all installed systems and maintain inventories of installed software, manage software licensing, and create policies and procedures for upgrades.
• Proactively ensure the highest levels of systems and application availability, ensuring IT systems, networks, infrastructure, servers, software systems are properly maintained, supported and available.
• Work with end-users to troubleshoot day-to-day issues.
• Diagnosing and troubleshooting IT infrastructure problems: engaging other IT teams and vendors as necessary to resolve issues as soon as possible.
• Diagnosing and troubleshooting IT infrastructure problems: engaging other IT teams and vendors as necessary to resolve issues as soon as possible * Provide technical expertise on key technologies such as Active Directory, Servers & Storage, DNS, DHCP, Windows Update, BCP &Disaster Recovery.
• Network wiring and setup of new production areas as required.
• Ensure quality of assignment reflects established standards, ensuring any hardware, software and network defects are identified, analyzed and resolved on time.
• Creating user accounts and managing access control based on company policies.
• Support and maintain production system according SLA and functional system requirements.
• Contribute to the technology innovations that will enhance current products and services.
• Excellent Customer Service in Face-to-Face, Telephone or Electronic Interaction with Clients, Good Language and Communications Skills, Problem-Solving, Relevant Certifications such as Microsoft/CompTIA, Network +, ITIL.
• Good understanding of computer support and troubleshooting; knowledge of Windows 7, 10, Mac OSX, Windows Server products and/or Apple Operating Systems, Ability to Work in a Team, Ability to Prioritize Projects.

Work Experience / Skills

• 2 years of relevant technical support experiences required
• Proven work experience as a Technical Support Analyst, Desktop Support Analyst or similar role
• Extensive experience with desktop hardware, software applications, operating systems and network connectivity is required
• Require skills in Active Directory (DHCP, DNS, Group Policy management, TCP/IP).
• Knowledge of network security practices and anti-virus programs
• Ability to perform some physical work as this position requires moving / deploying computer equipment
• Ability to work flexible/extended hours as required, including occasional after-hours/weekend and on-call support
• Excellent interpersonal, and communication skills (both verbal and written); ability to communicate technical concepts to technical and non-technical individuals
• Experience working in a team-oriented, collaborative environment
• Ability to conduct research into a wide range of computing issues, as required
• Must excel at working independently and in group settings
• Must have an aptitude to multitask effectively
• Experience with LANs, VLANS and wireless networks
• Experience with domain controllers (Active Directory, DNS, DHCP)
• Familiarity with writing task automation and configuration scripting such as Powershell

Knowledge

• Cyber security applications
• MS Office365
• IT Service Desk and change management protocols
• ITIL processes

Education

• Degree in Computer Science or related field.
• Other technical support analyst related training and certificates

Other Information

• Status: Full Time role
• Hours: 35 hours per week
• Location: 39 Wynford Drive, Toronto, ON M3C-3K5

Job Types: Full-time, Permanent

Salary: From $55,000.00 per year

Benefits:

• On-site parking
• Work from home

Schedule:

• 8 hour shift
• Monday to Friday

Ability to commute/relocate:

• North York, ON: reliably commute or plan to relocate before starting work (required)

Work Location: Hybrid remote in North York, ON

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