Leaders Recruiting Inc. | Technical Support Analyst
652
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Technical Support Analyst

Location: Toronto (Downtown)

 

The Technical Support Analyst is responsible for timely and effective resolutions to end-user productivity issues relating to critical IT-serviced computer operations. The Support Analyst will respond to, and prioritize, assigned and escalated service tickets by providing remote and onsite desktop support for their clients and their users. This will be accomplished through problem diagnoses, guiding users through to issue resolution, communicating technical solutions in user-friendly language, and conducting end-user training where necessary. The Technical Support Analyst is also responsible for documenting all problems/solutions and for following up with clients regarding any pending issues.

Responsibilities:

  • Provide full range technical support to multiple external clients in a timely and priority manner
  • Supporting, upgrading and updating current environments and infrastructure for the clients
  • On-boarding new clients systems, security and employees
  • 24/7 on-call rotation for support on all clients and infrastructure
  • Provide IT services for clients ranging from local workstation/server support to building cloud
  • infrastructure; including the company’s technology suite
  • Maintain two Toronto-based report datacenter servers and infrastructure
  • Mainly remote support but also onsite remote is occasionally needed
  • Supporting end-user operating systems and hardware for both Windows and macOS as well as end user mobile devices (Apple, Android, and Blackberry)
  • Working extensively with Exchange Server 2010/2013/2016 and Exchange Control Panel (ECP)
  • Complete tickets that get escalated from the Level 1 (tier 1) team
  • Support and mentor Level 1 (tier 1) team
  • Working closing with the Senior Architect, CIO, and SVP on projects and tickets
  • Escalate tickets to Level 3 (Senior Architect) as needed
  • Practice both Agile and Waterfall project methodologies
  • Solarwinds MSP Suite (Remote Monitoring & Management + Backup and Recovery)
  • Able MSP Anywhere and SolarWind Patch Management
  • Hyper-V, Connectwise and Slack
  • Domain configurations and DNS Hosting (external DNS, SPF records, MX Records, IPv4/IPv6 records, CNAME, MX Records, SRV records)
  • Horizon and Centrestack
  • Recommends upgrades, performance improvements, patches, new applications and equipment.
  • Maintain and update server/file backup solutions

 

Qualifications:

  • Excellent oral, written and telephone customer service skills including communicating in user-friendly terms.
  • 2+ years direct work experience as a Level 2 Support Analyst
  • Advanced experience with hardware and networking
  • Advanced experience with all currently supported Microsoft desktop operating systems and Microsoft Office
  • Practical experience with Windows Command Line and Network Printing
  • Experience with File and Folder Security and x86 hardware, components and troubleshooting
  • Experience with Storage technologies (performance, interconnect, data protection)
  • Advanced experience with Active Directory, DNS (Internal and Internet), Mac OS, Network Management Technologies (WMI, SNMP), and Group Policy
  • Experience performing VMware and Hyper V installations and migrations
  • Experience performing Exchange Installations and migrations
  • Experience installing ISCSI networks
  • IT technical certifications such as MCSE, CCNP, A+, Server+, MCTS are an asset
  • Proficient in all versions of Windows
  • An understanding of user expectations and typical IT policies and procedures
  • Knowledge of Android, BlackBerry, Windows, and iPhone mobile devices