• Lvl II Senior Support Analyst
    • Toronto, Remote/Deskside
    • M5A 1A8
    • Contract to Perm
    • Lvl II Technical Analyst    
      Toronto (hybrid: remote/deskside)

      The Opportunity:

      The Level II Technical Analyst is a customer service oriented individual who is responsible for ensuring proper computer operation so that end users can  accomplish business tasks without interruption. This includes actively resolving Tier I, II and escalated end-user help requests within established SLAs. Problem resolution may involve the use of diagnostic and help request tracking tools, as well as providing white glove in-person, hands-on help to an elite group of users in 2 locations in Toronto.

      What you will do in a day:

      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
      • Deploy software releases and patches according to change management best practices

      Operational Management

      • Make a positive difference in the client experience
      • Assist in providing Level I and Level II support for users and clients
      • Educate and train end users on a variety of technologies
      • Build rapport with business stakeholders & clients
      • Assist IT team on incidents, service requests, and projects
      • Act as an escalation point for advanced or difficult help requests
      • 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
      • Test fixes to ensure problem has been adequately resolved
      • Perform post-resolution follow-ups with users to improve customer satisfaction
      • Develop help sheets and FAQ lists for end users as well as keeping the IT knowledgebase up to date
      • Contribute to technician knowledgebase and training as needed
      • Reinforce SLAs to manage end-user expectations
      • Provide suggestions for continual improvement based on ITIL best practices
      • Provide operating system support on Windows & Mac OS X based systems
      • Provide hardware support for Windows & Mac desktops, printers, VoIP phones and peripherals
      • Provide client setup support (Wi-Fi, printer, phone, network & security access)
      • Provide phone system management

       What you bring to the table:

      Formal Education & Certification

      • College diploma or university degree in the field of computer science and/or 3 years equivalent work experience & ITIL certification is preferred

      Knowledge & Experience

      • Experience with Mac OS X and Windows 10 Operating Systems
      • Experience with Microsoft 365 suite of applications
      • Experience with tickets systems to record incidents and requests
      • Experience with Manage Engine products, such as, Service Desk Plus, Desktop Central, ADManager, is preferred
      • Knowledge of Apple computer hardware, including iMacs, MacBooks, iPhones
      • Experience working in an ITIL-driven environment and working knowledge of ITIL principles and
      • Strong documentation skills
      • Knowledge of networking, switches, and Wi-Fi
      • Ability to conduct research into a wide range of computing issues

      Personal Attributes  

      • Exceptional customer service, experience in a previous customer service role
      • Exceptional interpersonal skills, with a focus on rapport building, listening
      • Exceptional oral communication skills; Fluent English language skills
      • Highly self-motivated and directed
      • Ability to establish and grow relationships with business stakeholders
      • Ability to absorb and retain information quickly
      • Ability to present ideas in user-friendly, business-friendly, and technical language
      • Keen attention to detail
      • Analytical and problem-solving abilities
      • Ability to effectively prioritize and execute tasks in a fast-paced environment
      • Ability to work in a remote team-oriented, collaborative environment





      Poly Tech Talent is committed to an inclusive, equitable process.  Accommodations are available on request for candidates taking part in all aspects of our selection process.

Poly Tech Talent Inc. is committed to accommodating the individual needs of job candidates, in accordance with the Accessibility for Ontarians with Disabilities Act (AODA), within our recruitment processes and skills testing practices. Job candidates are asked to contact us if you require any accommodations to ensure your equal participation in recruitment and job selection processes.