Provide first - level technical support for desktops and peripherals at Computacenter. Maintain customer satisfaction and coordinate technical work activities in a dynamic environment.
IS
Hybrid Technical Support Analyst
Posted 2 weeks ago
About the role
- Technical Support Analyst at ICES providing first-level technical support and fulfilling service requests. Responsible for managing endpoint assets and enhancing user satisfaction in a hybrid environment.
Responsibilities
- Accountable for providing first-level support via email, phone, Teams chat, or onsite to address user inquiries and technical issues
- Responsible for ensuring all requests are resolved within established service level agreement (SLA) by applying strong communication and problem-solving skills to deliver timely, effective solutions that enhance user satisfaction and productivity
- Record and document all interactions in the BMC TrackIT ticketing system, ensuring accurate tracking of incidents and requests
- Create, review, and update the Service Desk knowledge base to support service delivery
- Provide orientation and training to new staff on IT procedures, laptop management and best-practices
- Responsible for managing endpoint assets by provisioning and configuring laptops, maintaining and updating software packages, and overseeing the administration of security policies
- Collaborate with stakeholders and invite feedback for customer service improvement
- Participate in developing the Support Service Delivery strategy and implementing best practice initiatives and process improvement
- Perform Identity and Access Management (IAM) tasks, including onboarding new users, validating and updating access permissions, and offboarding accounts
- Assist with IT Asset Management process and maintain hardware inventory
- Enhance knowledge of emerging technologies by reading professional publications, and participating in educational and training opportunities
- Flexible in availability with regards to working hours and days scheduled required
- Other duties as may be assigned within the scope of this position
Requirements
- University Degree in Information Technology Program and equivalent IT industry certificates such as ITIL v4
- 2+ years of technical support experience in Windows/Mac OS
- Proficiency in hardware configuration, upgrade, troubleshooting, and repair (desktops, laptops, and peripherals)
- Worked with IT Service Management tool including BMC TrackIT
- Server Administration Tools including Active Directory, DHCP and Group Policy Management, Citrix Management and VMWare
- Experience in managing Windows 11 and Apple Operating Systems through Intune/SCCM and PatchMyPC, and Support tools including BeyondTrust Support
- Strong troubleshooting techniques around M365 Applications and Services including SharePoint, OneDrive and Teams
- Understanding of Network configuration including TCP/IP networks
- ITIL concepts and understanding of its practices
- Aptitude for learning software quickly with minimal instruction
- Ability to work well in a team environment
Benefits
- Flexible remote work arrangements anywhere in Ontario
- Competitive Compensation
- Comprehensive Benefits Program
- HOOPP Pension Plan (Defined Pension)
- Employee Assistance Program and Dialogue Well Being Program
- Generous vacation, float and caregiver days for all employees
- Education Fund and Dedicated Education Days
- Holiday Closure
- Perkopolis Employee Discount Program
Job title
Job type
Experience level
Salary
Degree requirement
Tech skills
Location requirements
Change Analyst responsible for executing change management tasks and engaging with change requestors in IT infrastructure projects for a global team.
Delivering technical support for clients using Onit’s AI - driven legal operations platform. Collaborating with users, resolving issues, and ensuring seamless product functionality.
Manager leading technical support team at Cloudflare. Ensuring operational excellence, team development, and customer satisfaction in a hybrid work environment.
IT Support Technician providing high - level onsite support at client’s offices in Madrid. Focused on delivering solution - oriented professional service in demanding corporate environments.
Provide first level IT support for Atlantic Health System staff and customers. Document incidents, resolve requests, and collaborate with team members for effective support.
Customer Support Engineer managing customer technical requests in renewable energy sector. Provide support via calls and emails, project modifications, and data - driven solutions.
Level 1 IT Help Desk Support Engineer in a collaborative environment for an MSP. Supporting diverse clients, troubleshooting issues, and ensuring high service quality.
Technical Product Support Engineer providing Tier 3 support for Leica Biosystems’ Core Histology portfolio. Collaborating within global teams for service readiness and product excellence.
Senior Technical Support Engineer managing customer technical support for Stryker’s Vocera solutions. Documenting issues, monitoring inquiries, and collaborating within the company to enhance customer experience.