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IT Technical Analyst

3 months ago

Old Toronto Ontario, CA Randstad Canada Full time

Are you an IT Technical Analyst looking for a new opportunity?
Are you looking for a new contract opportunity?

We are pleased to offer you a new contract opportunity for you to consider: IT Technical Analyst

- Start: ASAP
- Estimated length: 6 months
- Location: Toronto
- Onsite role - 5 days a week.

Actively seeking candidates with the requirements below.

Advantages
You will have an opportunity to work with a leading employer in the local market.

Responsibilities

  1. Must be able to analyze, diagnose and resolve complex end user problems and suggest scalable corrective solutions.
  2. Troubleshoot basic and advanced software/hardware issues with internal and external customers via phone, email, chat/IM, and remote control/assist software.
  3. Answer technical and how-to-use inquiries.
  4. Provide outstanding customer service.
  5. Document session notes and complaints in appropriate systems.
  6. Provide technical account management for customers resolving issues and escalating when appropriate.
  7. Log and track IT related received goods.
  8. Log and track IT related software licenses.
  9. Ability to setup, support and troubleshoot VTC (Video Teleconference).
  10. Provide fast response and maintain a high level of professionalism at all times.
  11. Provide reports to management.
  12. Mentor and support Tech Support team members.
  13. Build and maintain knowledge base and document procedures.
  14. Document and manage Product Development issues to resolution.
  15. Lead/assist with training and quality improvement programs.
  16. Assist with other duties or projects, as assigned.
  17. Collaborate with Hitachi Rail Engineering and all other supportive roles within Hitachi Rail. May also require interaction with external vendors and/or customers.
  18. High level of integrity with a strong work ethic.

Qualifications
  1. 3+ years of experience.
  2. Experience with PC hardware troubleshooting and repair skills required.
  3. Proficient with Windows OS.

Skills
  1. Knowledge of Active Directory.
  2. Ability to react to high-priority requirements with little or no notice, providing clear documentation and follow-through.
  3. Ability to balance priorities and work alone or as part of a team equally well.
  4. Ability to travel to the office for on-site support, as needed.
  5. Ability to work under minimal supervision.
  6. Good organization skills with attention to details.
  7. Ability to document solutions.
  8. Good verbal and written communication skills.
  9. Excellent time management skills.
  10. Basic understanding of IT enterprise infrastructure such as networks, systems, telephony and storage and the interrelationships between the components.
  11. Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations.
  12. Ability to write reports, business correspondence, and procedure manuals.
  13. Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public.
  14. Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists.
  15. Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.

Preferred Qualifications
  1. Certifications in Windows system management is a plus.
  2. Formal Windows classroom training and certifications in Microsoft technologies desired.
  3. At least one desktop certification such as A+, CCNA/CCNE, MCSE, MCSA, MTA desired.
  4. ITIL certification desired.
  5. Experience with ServiceNow or similar ticketing system is preferred.

Summary
Do you have this experience? If you answer YES, then please apply IMMEDIATELY so we can discuss your experience and interest in this opportunity #J-18808-Ljbffr