Technical Support Analyst

2 months ago

Old Toronto, Canada Dream Unlimited Corp Full time

Head Office - Toronto 8F
Toronto, ON - Adelaide Street East
30 Adelaide St E, Suite 301
Toronto, ON M5C3H1, CAN

Dream is looking for a Technical Support Analyst

We’re looking for a Technical Support Analyst to join our Technical Services team. You and the rest of our Dream Technical Support team are responsible for providing front line support and the best possible user experience by troubleshooting and solving computer hardware and software problems for our 700+ employees. You will be working in a Windows 10/MAC OS environment, but our toolset includes multiple cloud platforms such as MS Intune, Office 365, SharePoint, and Microsoft Teams, along with other software applications such as Adobe, DocuSign, ServiceNow, Coupa, JD Edwards, and Cisco WebEx, so it’s important that you are comfortable with multiple hardware and application platforms. In this role, you’ll be part of the Dream Office Management Corp. team - a real estate management division of Dream – that provides technical services across all Dream’s businesses.

What does it mean to be part of our Technical Services team?

Our Technical Services team goal is to provide the best user experience possible by ensuring our users have the technical tools and network infrastructure in place to perform their job at an efficient and effective level. We are continually upgrading and driving our projects, processes, and goals with the changes in business needs.

We strive to stay at the leading edge of technology to help prepare for our continued growth in the coming years. All that’s missing is a strong support analyst who could be you

Our Support Centre consists of Technical Support Analysts, all reporting to the Manager of Technical Support in our Toronto Office. Dream spans across Canada and has locations in the United States and Europe.

What will you be responsible for?

This is a first and sometimes second level support role with a team of peers who are based out of Toronto and Calgary. As a key member of our Dream Support Centre team, you will respond to user issues and inquiries over the phone, email, Chat, face to face and through our ticketing system. To give you some scope, you’ll be responsible for:

  • Install, configure, and maintain computer software and hardware, including operating systems, productivity software, and peripherals.
  • Document and track support requests and resolutions using ticketing tool.
  • Respond to escalated incidents using Service Now portal while maintaining SLA’s.
  • Work with the teams to ensure uptime across Dream’s technology platform meets our target of 99.9%.
  • Support enterprise mobile devices including cell phones and tablets.
  • The position requires frequent daily contact with employees at all levels of the organization.
  • Ensure that the Support Centre is monitored at all times and that requests are assessed and resolved based on urgency, impact, and nature of the problem.
  • Manage customer expectations by communicating with employees – before, during, and after each support call. Monitoring and follow-up on all assigned calls.
  • Providing remote computer support as well as installations for end users as requested.
  • Provide end-user training and support on software applications and system usage.
  • Maintain inventory of all hardware and software assets and perform routine equipment audits.
  • Responsible for the purchasing, tracking, receiving, and vendor communication for all IT hardware equipment using our Ticketing and Purchase Order systems.
  • Maintain, assign, track, and ensure loaner equipment is up to date. Clean returned equipment and install new software as required.
  • Establish standards, policies, procedures, and checklists to ensure consistency and a high standard of customer experience.
  • Ensure Documentation is created and current for applicable applications.
  • This position also requires after hours On-call duties on a rotating basis.

What skills do you have?

We’ve listed just a few select qualifications that we consider to be very important for this role. We can cover the rest when we chat.

  • Knowledge of Microsoft Windows 10/MAC OS operations systems, Microsoft Office 365 (all products), OneDrive, SharePoint, and Microsoft Teams.
  • Strong knowledge of mobile devices, iOS and Android OS and a sound knowledge of Microsoft Intune.
  • College diploma or University degree in IT related Studies.
  • 3+ years’ experience in support, installation, and repair of computers along with experience in software installation, configuration, and support, preferably in a corporate environment.
  • Basic knowledge of networking and cloud principles.
  • Excellent troubleshooting abilities with the ability to quickly learn new concepts, products, and technologies.
  • Excellent understanding of customer service including managing internal relationships.
  • Exceptional organization and time management skills.

Nice to have:

Who are we?

Dream is one of Canada’s leading real estate companies, with over $24 billion in assets under management across five Toronto Stock Exchange ("TSX") listed trusts and numerous partnerships across North America and Europe. We develop, manage, and invest in master-planned communities, income properties, and urban intensification, and develop land and residential assets in Western Canada.

Our employees are the heart and soul of our business performance, which is why we believe in putting people first.

Dream Unlimited is committed to workplace diversity and provides accommodations to applicants with disabilities throughout our hiring process.

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