Technical Support Analyst

Kingston (PE) Both (on-site & remote)
Opportunity Number: 2073021
Information TechnologyHelp Desk and Service Desk Support
LanguageSecurity Clearance
English verbal and writtenNot required
Start PeriodDate Posted
One to two weeksThursday, September 1, 2022
Job Description

One of our reputable client is looking for a Technical Support Analyst. The ideal candidate will have a strong analytical and problem-solving background with the ability to train and communicate effectively. The job requires excellent technical understanding which includes but is not limited to hardware, software, and networking systems.

Roles and Responsibilities

  • Ensure the security and confidentiality of all information managed by the Information Technology (IT) department in support of the company’s operations and legislation.
  • Ensure the ongoing protection and integrity of the information systems technology assets of the company
  • Promote and represent the corporate culture and core values in all aspects of the job duties
  • Identify, research and resolve technical requests by using tools available to efficiently diagnose and resolve them
  • Install, modify, and repair computer hardware, software and accessories
  • Prepare requisitions for hardware, software and other IT related purchases
  • Performs hardware and software relocation and reconfiguration
  • Documents and conducts system monitoring of hardware, software, phone systems and network resources to ensure high level of availability, performance, security and integrity
  • Run diagnostic programs to resolve issues
  • Document all network infrastructure changes
  • Create and maintain Standard Operating Procedures (SOP) in designated software to assist with efficiency and reduce reactive hours
  • Manage IT assets including onboarding and offboarding
  • Successful completion of assigned quarterly objectives including training
  • Remain up-to-date with current and future technologies emerging in the industry
  • Record and accurately document all incidents, services and changes in ticket system following ITIL best practices
  • Determine issue priorities and execute timely and accordingly
  • Monitor and analyze tickets to take preventative action to ensure service levels are met
  • Set reasonable follow-up time based on the current ticket backlog and availability of resource
  • Properly assess and effectively communicate next steps to customers
  • Provides end-user technical support
  • Respond to calls and emails within the set time outlined by our KPIs
  • Follow-up with customers on tickets throughout the lifecycle of the ticket
  • Assist with “on-call” responsibilities
  • Attend all meetings

Qualifications and Experience
  • Diploma or post-secondary education in Computer Science
  • 5 years of experience in network / IT systems involving troubleshooting
  • ITIL certification
  • Driver’s License (Class G)
  • industry certifications are preferred, specifically Microsoft, VMWare and Cisco.
  • Active directory, group policies, Windows Servers, MS Exchange, MS office & tools, VoIP, backup tools, SAN, VPN, mobile phones, firewalls, routers, network security
  • Critical thinking and problems solving skills
  • Customer service oriented
  • Excellent English verbal and communication skills
  • Well organized and prioritize issues
  • Bilingual (French) is an asset

Education and Certifications

Minimum education required: College Diploma

We’re an equal opportunities employer committed to increasing diversity and inclusion in today’s workforce. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status. Minorities, women, LGBTQ candidates, and individuals with disabilities are encouraged to apply. If you require an accommodation, please review our accessibility policy and reach out to our accessibility officer with any questions.
Merci de l’intérêt que vous manifestez pour ce poste. La description du poste nous a été fournie en anglais par notre client. Si vous souhaitez passer l’entrevue avec nous en français ou fournir votre CV en français, nous vous confierons à une personne de notre équipe qui parle français.

Opportunity Number: 2073021

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