It analyst Offres d'emploi - Richmond Hill, ON
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It analyst • richmond hill on
- Offre sponsorisée
IT Level 2 Support Analyst
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Sr IT Analyst, Repair Operations & Planning
Ciena Canada, Inc.Ontario,Canada,RemoteIT Level 2 Support Analyst
freelance.caWoodbridge North, CanadaCompany Overview : Our client is a leading Toronto-based IT services provider that delivers IT Infrastructure and Operations solutions for enterprise-scale companies across North America. We build on our 35-plus year history as a strategic partner, and apply our experience as in-house IT experts, to help our clients solve complex business and technology issues, so they can focus on what they do best. Job Summary Our client is looking for an IT Level 2 Support Analyst for a one-year contract (Hybrid) to join a fast-paced
Support team and be responsible for the resolution of various incidents on client desktops and associated applications.
Provide advanced troubleshooting and technical support for desktop, applications such as Outlook, SharePoint and other software-related issues escalated from Level 1 support.
Diagnose and resolve hardware and software issues for end-users, ensuring minimal downtime.
Collaborate closely with Level 1 support teams to guide them in resolving complex issues and to identify recurring problems.
Escalate unresolved issues to Level 3 support, working with specialized teams to find permanent solutions for complex technical challenges.
Maintain detailed documentation of support activities, issue resolution processes, and system configurations.
Leverage existing knowledge-based articles to expedite troubleshooting processes
Monitor system performance and identify areas for improvement, implementing necessary changes to enhance system reliability and user experience. Required skills and experience 3+ years of experience in IT support, with a focus on supporting desktop and end user applications
Knowledge of ServiceNow ticketing platform is a must with experience in using incident management modules.
Experience troubleshooting Electronic Faxing Products such as RightFax, SharePoint
Administration (2013 / 2019 / Online) & Microsoft Office applications
Strong knowledge of Windows operating systems, including configuration and
administration.
Experience with Active Directory, Office 365, and remote desktop support tools.
Excellent problem-solving skills and the ability to work under pressure.
Strong communication skills, with the ability to explain technical concepts to non-technical users.
Experience working in a fast-paced, multi-site environment with support capabilities.