Sr Technical Support IT Analyst

Senior IT Technical Support Analyst

Our client is a Canadian leader in multi-unit residential rental apartments. They take pride in managing a portfolio of 260 properties across Canada.

They are committed to fostering the long-term growth of employees, communities, and the investments made for clients, creating value for people and places.

This is a permanent, full-time role with a competitive salary, annual bonus, benefits package, and personal time off for education and sick days, plus an RSP program.

Location : Toronto close to TTC / Subway station.

Work Schedule : 4 days in-office per week, 1 day at home (rotates). 3 days at the office near Yonge / Summerhill subway, 1 day at the office near Bloor / Islington subway.

8 : 30 AM to 5 : 30 PM Monday to Friday, with rare weekend or evening support required.

Team : 4 in the IT team, supporting 800 users across Canada.

About the Position :

The Technical Support Analyst, Information Technology provides technical support on-site or via remote assistance to all users by answering questions, resolving technical problems, and maintaining the company’s software and computer equipment.

Key Responsibilities :

• Deliver service and support to end-users in person, via phone, or via remote support tools.
• Provide L1 and L2 technical support for all computing devices, printers, peripherals, smartphones (Android and iOS), networking, Windows, and core productivity applications.
• Manage and administrate Office 365 user, group, team, license, and services configuration.
• Set up and configure user accounts via Active Directory, Azure AD, and other applications as required, and software / hardware for user onboarding.
• Support users with Windows File Server, SharePoint site, OneDrive issues.
• Set up and configure new desktops, laptops, and peripherals.
• Monitor and respond to security alerts.
• Manage and resolve support tickets efficiently and effectively using the ticketing system. Maintain accurate records of support requests and resolutions.
• Track and manage recurring issues and escalate as necessary for problem management.
• Perform advanced troubleshooting and root cause analysis for complex issues.
• Follow established IT processes and procedures; contribute to documentation and knowledge base.
• Identify and suggest improvements to existing processes and automation opportunities.
• Participate in various IT projects as required.
• Monitor system performance and conduct regular maintenance tasks.
• Implement and manage security policies, monitor and respond in a timely manner to security alerts.
• Develop and conduct training programs for end-users.
• Provide asset management for IT equipment & periodically audit equipment throughout the organization. Liaise with vendors for support and procurement.
• 3-4 times per month working out of secondary office at Bloor / Islington is required.
• Occasional after-hours priority support or tasks is required.

Job Requirements :

Education & Experience / Must Have :

• Minimum 5 years’ experience as an L2 or L3 IT Support Specialist.
• Proven experience and knowledge of Windows 10 / 11, Windows Server, Active Directory (Domain Controller management), Azure AD.
• Proficiency in troubleshooting network issues (DNS, DHCP, TCP / IP, VPN).
• Proficiency in system administration tasks (AD / AzureAD user management, Windows File server - file permissions and shares management, group policies).
• Experience with SharePoint, OneDrive, and Teams administration.
• Android and iOS configuration and troubleshooting.
• Hardware / Peripherals troubleshooting experience PC hardware diagnostics, printer / scanner support, routers, etc.
• Experience with IT support in an SME, with a small IT team.
• Familiarity with ticketing systems and problem management processes.
• Demonstrated ability to perform root cause analysis.
• Post-secondary education and / or equivalent experience in Computer Science or a related discipline.
• Strong customer service and troubleshooting skills.
• Strong critical thinking and problem-solving skills.
• Ability to interact professionally and courteously with employees and third parties such as vendors.
• Strong written and verbal communication skills.
• Must understand Windows Operating systems and be familiar with iOS and Android.
• Must understand Information Security concepts.
• Must have basic networking knowledge - Ethernet, Wi-Fi, VPN, DNS.
• Must have Active Directory and Office365 administrative experience.
• Experience with PowerShell.

Nice to Have :

• Experience with information security controls, handling risks and threats.
• Experience with MDM solutions, preferably Microsoft Intune.
• Proven experience in task automation projects for efficiency.
• Microsoft MCP, Office 365 or Azure related certifications is a plus.
• ITIL certification is a plus.
• Experience with PowerShell or Python scripting.
• Yardi Voyager support experience.

Qualifications :

• The ability to diagnose and resolve issues efficiently, including analytical thinking, attention to detail, and the capability to remain calm under pressure.
• Strong ownership mindset is essential; the ability to take initiative and be proactive.
• Patience when dealing with users who may be frustrated or upset.
• Adaptability and commitment to continuous learning in the evolving IT field.
• The ability to explain technical concepts in a clear and concise manner to non-technical users.
• Flexible with a can-do attitude.
• Customer-centric approach and patience with a continuous improvement mentality.
• Sound judgment, problem-solving ability, and teamwork.
• Excellent time management skills and organizational abilities.
• Ability to follow established processes and identify improvement opportunities.

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