IT Support Analyst (Level 1)

Job Title: IT Support Analyst Level 1 - (English and/or French Bi-Lingual)

About This Job

We are seeking a highly skilled IT Support Analyst – Level 1 (English and/or French Bi-Lingual) to join our consulting team at BALANCED+ IT Consulting. The IT Support Analyst L1 will be responsible for providing technical support to our clients, troubleshooting and resolving technical issues, and implementing solutions to improve the performance and reliability of IT systems. This individual will work closely with clients to understand their unique IT needs and provide solutions that meet those needs.

Responsibilities

• Provide technical support at Level 1 to clients, troubleshoot and resolve technical issues, and implement solutions to improve the performance and reliability of IT systems.
• Work with clients to understand their unique IT needs and provide consulting solutions that meet those needs
• Respond to client inquiries and requests for assistance in a timely and professional manner
• Monitor and maintain client IT systems to ensure they are running smoothly and efficiently
• Assist senior IT managers and engineers in delivering complex projects
• Provide training and documentation to clients on the use and maintenance of their IT systems
• Assist in installation, configuration and troubleshooting LAN equipment, routers, Microsoft OS and applications in virtual environments, as well as installation, configuration and troubleshooting of data backups
• Perform monitoring of customers’ equipment in real-time as well as on preventive maintenance program
• Answer client calls and emails to triage software problems and needs
• Learn and improve personal IT knowledge and skills
• Identify and evaluate potential system improvements and upgrades
• Keep abreast of new technologies and trends in IT to ensure that our clients have access to the latest solutions
• Provide support and guidance to clients during the implementation of new IT systems
• Communicate progress and deliverables to clients on a regular basis

Job Requirements

• University or college degree in software development, computer science, engineering, or mathematics
• Advanced knowledge of the computer and servers’ architecture, as well as computer networking
• Ability to perform rotational shifts
• Ability to perform after hour on call support
• Ability to work on multiple projects at the same time
• Able to work with little or no supervision
• Strong command of English language, both oral and written (English and/or French Bi-Lingual)
• Driver's license and car to travel to client sites
• Positive attitude and desire to grow, learn new technologies and products
• Basic knowledge of the PC architecture, as well as computer networking
• Demonstrated ability to work effectively with emerging technologies

Required Skills

Required hands-on experience and knowledge proficiencies in the following areas:

• Maximizer CRM
• MS Office
• Firewalls
• Cybersecurity (VPN, MFA, EDR, phishing simulation, spam filtering)
• MS Office 365
• MS Exchange
• MS SharePoint
• MS Dynamics 365
• PC support (Microsoft Office, Microsoft Windows 10, 11, Microsoft Teams)
• MS Server 2019/2022
  • MS IIS
  • MS SQL Server
  • MS Active Directory
  • Exchange
  • DHCP
  • DNS
  • Printer
• MS Windows Server
• Experience in performing server reoccurring maintenance
• Microsoft Windows Server Linus Ubuntu (LAMP stack)
• MacBook troubleshooting
• Virtualization (VMware, Hyper-V)
• Computer Networking (firewalls, switches, WiFi, FortiNet FortiGate, TP-Link, HPE routers, CISCO)
• Cloud (MS Azure, AWS, Office 365, ADFS)
• Storage
• Backup Systems / Data Backup (Veeam, Datto)
• iPhone / Android
• Printer setup & troubleshooting
• Remote control
• WordPress + hosting
• VPN
• ITIL/ITSM
• Monitoring tools (Zabbix skills will be an asset)
• Ticketing tools (Freshservice skills will be an asset)

Certifications:

· Relevant certifications such as Microsoft Certified: Azure Administrator, CompTIA Network+, ITIL Foundation, or equivalent are highly preferred.

Soft Skills:

· Strong analytical and troubleshooting skills.

· Proven ability to lead and mentor technical teams.

· Excellent communication and interpersonal skills, with the ability to explain technical concepts to non-technical stakeholders.

Other:

· Experience working in an MSP environment is strongly preferred.

· Availability for on-call support as needed.

Location: Mississauga (Burnhamthorpe & Central Parkway West - near Erindale GO station)