Sr Technical Support Analyst

Job#: 3043886

Job Description:

Technical Support Analyst

Apex Systems is a global IT services provider, and our staffing practice has an opening for a Technical Support Analyst, with advanced Microsoft troubleshooting experience, strong escalation handling, and identity/access management expertise. We have personally qualified the requirement with the hiring manager.

Client: wholesale distributor

Terms: Full-time, permanent

Location:, ON

Remote / Hybrid: Hyrbid

Application Process: It is best to apply via the medium on which you are seeing this posting. If you encounter technical difficulties submitting your resume. Please reference: Technical Support Analyst.

Responsibilities

• Serve as the senior technical escalation point for Tier I and Tier II Service Desk analysts.
• Handle advanced troubleshooting across Windows OS, Microsoft 365, Active Directory, Entra ID, access issues, hardware, and end-user applications (approximately 70%).
• Mentor and support junior analysts to improve troubleshooting quality and first-contact resolution (approximately 20%).
• Manage service requests including access management, user administration, and permissions changes.
• Create and maintain knowledge base documentation to reduce repeat escalations.
• Escalate infrastructure-level issues to Systems Administrators when required.
• Support approximately 800 tickets per month across the Service Desk.
• Operate within a 95% Microsoft-based environment.

Key Qualifications

• Strong background in advanced troubleshooting and acting as an escalation point.
• Deep experience supporting Windows 11, Microsoft 365, Active Directory, and Entra ID.
• Hands-on experience with identity and access management and user administration.
• Experience supporting end users with desktop, application, hardware, and access-related issues.
• Ability to mentor junior analysts and improve team capability.
• Comfortable working in high-volume environments (800+ tickets per month).

Nice to Have

• IT certifications (A+, Microsoft, etc.).
• Exposure to Windows Server, Linux, CyberArk, or cybersecurity initiatives.
• Interest in career progression toward Systems Administration or Cybersecurity.

Soft Skills

• High-touch, white-glove customer service approach.
• Experience supporting executives and senior leadership.
• Strong verbal and written communication skills.
• Professional, calm, and customer-focused demeanor.

Interview Process: There will be 2 rounds of interviews, followed by a Technical/Behavioral Assessment (required prior to offer)

EEO Employer

• Apex is an Equal Employment Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, sexual orientation, gender identity, national origin, disability, protected veteran status, or any other characteristic protected by law. Apex will consider qualified applicants with criminal histories in a manner consistent with the requirements of applicable law. If you have visited our website in search of information on employment opportunities or to apply for a position, and you require an accommodation in using our website for a search or application, please contact our Employee Services Department at or 844-463-6178.

Everforth Apex is a world-class IT services company that serves thousands of clients across the globe. When you join Everforth Apex, you become part of a team that values innovation, collaboration, and continuous learning. We offer quality career resources, training, certifications, development opportunities, and a comprehensive benefits package. Our commitment to excellence is reflected in many awards, including ClearlyRateds Best of Staffing® in Talent Satisfaction in the United States and Great Place to Work® in the United Kingdom and Mexico.

Everforth Apex Benefits Overview: In terms of professional development, Everforth Apex hosts an on-demand training program, provides access to certification prep and a library of technical and leadership courses/books/seminars once you have 6+ months of tenure, and certification discounts and other perks to associations that include CompTIA and IIBA.