• Technical Analyst
    • Toronto, Remote (Hybrid)
    • M4P2E3
    • Permanent
    • THE ROLE:  Technical Support Analyst

      Our client is seeking a dynamic individual who will be responsible for the ongoing support of local and remote users. This position will involve identifying and troubleshooting problems to best assist users in a Corporate Enterprise environment.  The incumbent must coordinate with team members to find solutions and be a resourceful and enthusiastic team player. 

      PRINCIPAL DUTIES AND RESPONSIBILITIES

      Working collaboratively with staff and clients, your job duties and responsibilities will include:

      • Analyze, diagnose and resolve technical issues in an efficient and effective manner leveraging available tools (SMS, remote support utilities, knowledge base and other sources of documentation)
      • Provide IT Service and Support of hardware (laptops, printers, mobile devices etc) and software (Windows 10, MS O365, and internal applications)
      • Deliver in-person and remote desktop support to customers
      • Setup laptops with corporate provided image, and configure the user profile which includes the installation of appropriate software, peripherals etc.
      • Record, categorize, and log Incidents and Requests for service
      • Follow up proactively with end users to ensure 100% satisfaction with every resolution
      • Actively seek opportunities for service improvement

      EXPERIENCE & QUALIFICATIONS:

      • University Degree or College Diploma in a computer related field
      • 2+ years’ experience providing customer support
      • ITIL Foundations certification/Microsoft certifications an asset
      • Strong client/end user computing experience e.g. desktops, laptops, printers, mobile devices (iPad/iPhone/Android), multifunction devices, etc.
      • Experience supporting Microsoft Office365, Teams, Windows 10, etc.
      • Ability to ramp up quickly in learning how to support proprietary applications
      • Strong triaging and troubleshooting skills with focus on root cause analysis
      • Experience with tools and technologies such as SCCM, VPN, Active Directory
      • Experience with common IT Service Management tools
      • Excellent verbal and written communications; must be able to communicate with individuals with all levels of technical and non-technical skills
      • Must work well under pressure and be able to respond quickly to shifting priorities
      • Works well independently and as part of a team
      • Bilingual French/English is considered an asset

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.