IT TECHNICAL ANALYST
Aversan Inc. ( www.aversan.com ) is a reputable Engineering Company that provides expertise in Systems Integration, Product Design / Development and Software / Product Testing for highly regulated industries including Digital Health, Medical Devices, IT and Aerospace.
We are currently seeking a qualified IT Technical Analyst to work on leading edge technology products. The successful candidate for this position will be a part of a highly motivated and technical work environment that feeds off the collective energy of a team-oriented workplace.
Location : Toronto, ON (Fully on-site)
RESPONSIBILITIES
- Troubleshoot basic and advanced software / hardware issues with internal and external customers via phone, email, chat / IM, and remote control / assist software.
- Answer technical and how to use inquiries.
- Document session notes and complaints in appropriate systems.
- Provide technical account management for customers resolving issues and escalating when appropriate.
- Log and track IT related received goods / software licenses.
- Setup, support, and troubleshoot VTC (Video Teleconference).
- Build and maintain knowledge base and document procedures.
- Document and manage Product Development issues to resolution.
BASIC QUALIFICATIONS
- Associates degree in Information Technology with three to five years of related experience and / or training; or an equivalent combination of education and experience.
- Experience with PC hardware troubleshooting and repair skills.
- Knowledge of Active Directory.
- Ability to react to high-priority requirements with little or no notice, providing clear documentation and follow-through.
- Basic understanding of IT enterprise infrastructure such as networks, systems, telephony, and storage and the interrelationships between the components.
- Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations.
- Certifications in Windows system management is a plus.
- Formal Windows classroom training and certifications in Microsoft technologies desired.
- At least one desktop certification such as A+, CCNA / CCNE, MCSE, MCSA, MTA desired.
- ITIL certification desired.
- Experience with ServiceNow or similar ticketing system is preferred.
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