Technical Support Analyst

Technical Support Analyst

The Technical Support Analyst is responsible for maintaining the company’s IT desktops, laptops, and networking systems. The position will troubleshoot desktop issues, diagnose network related problems, manage Windows Desktops and deployment, and assist with MS Hyper-V, and VMWare. The successful candidate should also have excellent documentation and communication skills.

Responsibilities

• Experience with installing, configuring, and troubleshooting Microsoft Operating Systems
• Experience with using Microsoft Office 365 Suite
• Experience with Remote Control Software such as Teams, TeamViewer or QuickAssist
• Experience with troubleshooting printers, scanner and various other peripherals
• Experience with troubleshooting and supporting mobile devices iPhone, iPad, and Androids
• Knowledge of networking concepts including TCP/IP, routing, switching, VLANs, subnetting, super subnetting and other networking concepts is an asset
• Knowledge of networking hardware including Cisco and HP Switches, SonicWALL routers, Palo Alto Gateways, switches and VPN appliances is an asset
• General Knowledge of back-up software
• Knowledge of cloud platforms including as Azure
• Assemble, image and configure client workstations, laptops and servers.

• Perform onsite (multiple locations) and remote tech support troubleshooting of hardware, software and networking issues for various clients.
• Perform Level 1 tech support fixes at the desktop level, including installing and upgrading software, installing hardware, implementing file backups, and configuring systems and application.
• Monitor central ticketing system to ensure timely resolution of issues.
• Apply industry “Best Practices” to all client sites.
• Follow check lists to ensure a consistent result for routine and common tasks.
• Access software updates, drivers, knowledge bases and FAQ resources on the Internet/intranet to aid in problem resolution.
• Other duties as assigned by management.

Qualifications

• 4-5 years of experience as a Technical Support Analyst
• Ability to multi-task in a team environment is essential
• Ability to work under pressure with tight deadlines
• Ability to conduct research into a wide range of computing tech support issues
• Ability to effectively prioritize and execute tasks in a high-pressure environment
• Ability to absorb and retain information in a fast paced environment
• Must possess exceptional customer service orientation
• Must possess and demonstrate excellent verbal and written communication skills
• Must possess and demonstrate excellent interpersonal skills is a must as this is a customer-facing role
• Proven technical, analytical and problem-solving tech support skills
• Highly self-motivated and directed with a passion for technology and I.T.
• Post-secondary education in Computer Science / Information Technology
• Must have a valid Ontario Driver’s License and full access to a reliable vehicle

This is a permanent position located in Vaughan, ON an annual salary of $60,000.00 – $65,000.00 per annum.