Technical Support Analyst

Job Description

Strategy & Planning

• Evaluate documented resolutions and analyze trends for ways to prevent recurring issues.
• Alert management to emerging trends in incidents.

Acquisition & Deployment

• Deploy pre-packaged software as needed using automated deployment tools.
• Assist in software releases and rollouts according to change management best practices.

Operational Management

• Assisting in providing Customer Service Agent support when request volumes are high.
• Act as an escalation point for advanced or difficult help requests.
• Build rapport with service desk customers.
• Escalate incidents with accurate documentation to suitable technician or vendor, when required.
• Record, track, and document the service desk incident-solving process, including all successful and unsuccessful decisions made and actions taken, through to final resolution.
• Use remote tools and diagnostic utilities to aid in troubleshooting.
• Research solutions through internal and external knowledgebase as needed.
• Perform hands-on fixes at the desktop level when remote tools are not appropriate, including hardware repairs, delivery of peripherals, or other fixes as determined.
• Install antivirus software and ensure virus definitions are up to date.
• Install approved software requests manually or using a deployment server
• Test fixes to ensure problem has been adequately resolved.
• Contribute to technician knowledgebase and training as needed.
• Reinforce SLAs to manage end-user expectations.
• Provide suggestions for continual improvement.
• Assemble, image, and configure workstations, laptops and servers according to client specifications and details.
• Perform remote and onsite troubleshooting of hardware, software and networking issues for various clients.
• Perform support fixes at the desktop level, including installing and upgrading software, installing hardware, implementing file backups, and configuring systems and application.
• Monitor corporate central ticketing system to ensure timely resolution of tech support issues within client defined SLA.
• Document any and all changes to client environments as well as applying the latest industry Best Practices
• Create new and follow existing check lists to ensure a consistent result for routine and common tasks within our proactive IT management services
• Proactively access software updates, drivers, knowledge bases and FAQ resources on the Internet / intranet to aid in client tech support problem resolution
• Assist Customer Service Agents with any tech support issues requiring assistance
• Other duties as assigned by upper management

Qualifications

• Computer Science degree or equivalent education / experience
• Minimum of 3-4 years experience in a similar position
• Autonomous, rigorous, and organized
• Excellent knowledge of MS Windows, MS Office, Azure AD, Intune
• Experience in networks (TCP / IP, VPN etc.) an asset
• Ability to analyze and manage priorities.
• Able to work in a team and under pressure.
• Very good communicator
• Bilingualism is an asset
• Driving license is required

Additional Information

What we offer :

• Full time, permanent position
• A competitive annual base salary, vacation, benefits, and a RRSP matching program.
• The tools and support needed to be successful in your career and professional development.
• A dynamic & rewarding work environment that is also a lot of fun!
30+ days ago