IT Production Support Analyst Ontario Service Hub

At TTI, people come for the opportunity and stay for the culture! The IT Production Support Analyst delivers on-site Tier 1 and Tier 2 support for the TTI Canada Service Repair Hub. This role ensures the stability and efficiency of technology used in a fast‑paced, mission‑critical production environment. Key responsibilities include incident management, PC and mobile device support, troubleshooting enterprise applications, and working closely with vendors and business partners to resolve technical issues.

Position Description

This role is responsible for providing world‑class on-site IT support for the TTI Canada Service Repair Hub operation in Georgina, Ontario. Candidates must demonstrate keen business acumen as well as possess an elevated level of emotional intelligence and have a passion for support.

What You Will Do

• Deliver Tier 1–2 incident management and act as the escalation point for the IT Service Desk and Production Support teams.
• Support PC deployment, imaging, mobile device management, and client‑side WMS / ERP systems.
• Follow established change and incident management procedures to maintain a stable, secure computing environment.
• Partner with vendors to support network, telecom, and AV technologies.
• Manage and troubleshoot handheld and shop‑floor devices used in manufacturing and distribution.
• Build strong relationships with business partners and communicate outages, updates, and resolutions effectively.
• Create and maintain knowledge‑base articles and standard operating procedures.
• Ensure timely ticket resolution, meeting SLA expectations and reducing backlog.
• Participate in on‑call rotation to support continuous system availability.
• Plan and execute technology‑related projects within scheduled timelines and approved budgets.
• Support the integration of new client technologies into business processes.
• Drive continuous improvement initiatives aligned with business priorities.

What You Will Bring

Benefits

Diversity, equity, and inclusion are at the core of our values at TTI. We foster an inclusive environment where diversity is valued and where all employees feel safe to contribute their ideas, share their experiences, and represent their diverse backgrounds to innovate and solve complex problems as one team. We actively support and accommodate the diverse needs of our team.

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