Technical Support Analyst – Tier 1.5

4 weeks ago

Abbotsford, Canada TEEMA Full time

Technical Support Analyst – Tier 1.5


Locations: Vancouver Greater Valley (Abbotsford)

LOCAL CANDIDATES ONLY


Come work with our Amazing little Managed Services Provider client located in Abbotsford BC. As the Support Analyst, your day to day would be filled with engaging problems solving issues for IT for clients all over the valley. You’d be hands on phone, email, chat ticket support for Windows and Networking related issues. This position comes with an excellent career path into further specialized technology sectors like cloud, networking, infrastructure, storage etc.


You’d work with an amazing team, have great management, with a no drama group that really work well together


Your Day to day:


  • As the Support Analyst, you would be the first point person to our clients.
  • You will act as liaison with field service (external and internal) personnel to identify and resolve system hardware and software problems, and escalate or make recommendations to IT management, as appropriate, regarding the completion of assigned projects.
  • Provide support to ensure stable, reliable desktop systems to the client user community across various locations.
  • Take on exciting projects that further your toolbox in MS & Open-Source IT Systems as well as Cloud
  • Take the odd all paid trip to Kelowna


Required knowledge and skills


  • Experience working with an MSP – Managed Services Provider
  • Sound knowledge of Windows 10 and Windows Support
  • Working with Autotask Ticketing System or relevant Ideally understand Document Management Systems like IT Glue Experience deploying desktops and imaging laptops


Responsibilities:


  • Use Autotask to enter, manage, triage, and resolve Incidents and Service Requests
  • Enter accurate information is captured for tickets submitted via telephone, voicemail, email, and messaging apps.
  • Perform analysis, troubleshooting and resolution of end user technology (desktops, laptops, software, mobile devices, peripherals, access) issues and escalate when required
  • Perform basic analysis, troubleshooting and investigation into network, server, storage, and enterprise application issues and inquiries
  • Unboxing desktop and laptop equipment, accessories and monitors
  • Configuring and imaging the equipment with a Windows image
  • Communicating with employees to schedule equipment swaps
  • Create and maintain user solution and technician procedural documents


Location: Downtown Abbotsford Area, work is on-site


Work is generally onsite due to the nature of the organization

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