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Technical Support Analyst

3 months ago

Richmond Hill, Canada Onico Solutions Full time

The Technical Support Analyst (Bilingual) resolves technical issues with a timely response to telephone calls, email requests as well as provides desk side support.

Responsibilities

  • Provide technical assistance and support for incoming service requests related to computer systems, hardware, software, remote access and mobile devices.
  • Monitor service desk phone and ticket management queues. Resolve and respond to all requests in a professional, confident, and courteous manner.
  • Liaise with respective personnel to provide onsite and remote event and AV boardroom support.
  • Document support requests using Service Now
  • Adhere to Incident, Problem and Change Management processes escalating to manager and/or technical IT Service Owner when additional support is required.
  • Supports IT Service Owners team with remote, hands-on troubleshooting and support for local IT systems and services.
  • Participate in weekly rotating schedule for on-call support outside of regular business hours.
  • Identify trends in issue reporting and collaborate to develop preventative solutions.
  • Maintain the IT Knowledge Base to document problems, solutions and workarounds.

Qualifications

  • Fluency in both French and English
  • 3 years of experience as a technical support analyst
  • Prior experience supporting and troubleshooting Microsoft Windows 10, Microsoft Office Suite Products
  • Working knowledge in Microsoft Windows Server and Active Directory
  • Experience supporting hardware and software applications

This is a permanent position located in downtown Montreal, ON with an annual salary of $65,000.00 plus benefits and bonus.

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