Technical Support Analyst

Technical Support Analyst

The Technical Support Analyst is responsible for providing technical support via phone, email or portal for our client’s end users and systems.

Responsibilities

• Provide first level analysis of an incident and/or a solution to it in order to restore service
• Perform remote troubleshooting, installation and repairs using remote support tool
• Provide access to clients (Permission etc) password resets, unlocking accounts through Active Directory.
• Communicate degraded and interrupted services (to client) along with providing alternatives for continued operation.
• Administer and maintain end user accounts, permission, and access rights.
• Ensure network connectivity of all workstations
• Monitor performance of manageable key infrastructure components such as file and print servers, printers, routers, switches & hubs.
• Move, add and/or update end user technology-related devices which include updating Configuration Items
• Populate and administer knowledge base and other self-help tools with proven solutions to common technology-related problems.

Qualifications

• 1-2 years of experience in technology support roles
• 1-2 years of experience working in a Service Desk environment is preferred
• 1-2 years experience in Microsoft Active Directory and IP network administration
• Strong experience with Windows XP/7 Operating System and Microsoft Office 2007/2010 (Word, Excel, Power Point, MS Project, Visio etc)
• Experience with Windows 2003/2008 server and administration tools, Lotus Notes (or an equivalent corporate messaging system)
• Knowledge of advanced computer hardware, including desktops, laptops, printers, switches and wireless devices.
• Experience with desktop and server operating systems, including Windows and Macs.
• Application support experience with MS Office Suite, Google Apps.
• Keen attention to detail
• Proven analytical and problem-solving abilities
• Ability to effectively prioritize and execute tasks in a high-pressure environment
• Strong interpersonal skills

This is a remote work from home position, located in Toronto, ON with an annual salary of $50,000.00 – $53,000.00 plus benefits.