IT Support Analyst

3 months ago

Northwestern Ontario, Canada FSET Inc. Full time

The IT Support Analyst position is a permanent full-time job opportunity. This role is client-focused, requiring excellent communication skills, strong attention to detail and a professional image, as you will be key in supporting our clients. This position is aimed at Service (Help) Desk (2+ years in a similar role) individuals looking for an IT career with a bright future and growth opportunity. Under the supervision of the Service Desk Manager, the successful candidate will join the FSET Managed Service Provider team.

Relocation Required

The IT Support Analyst is required to be onsite in Northwestern Ontario - there is no remote opportunity for the position.

Responsibilities
  • Provide technical support to end users onsite and remotely, including Desktop, Laptop, VOIP phone systems, applications and network devices.
  • Manage service support requests in line with Service Level Agreements (SLAs).
  • Monitor and update the service ticketing system for assigned tickets and assigned locations and/or projects.
  • As needed, prepare and provide support documentation, including user and group training.
  • Promote and adhere to FSET information security policies, standards and procedures.
  • Perform other related duties as assigned.
  • Strive for excellence in customer service in line with FSET values and expectations.
Qualifications & Skills
  • Graduate of a Certified IT/Technical Training Program and/or related work experience (current CompTIA and Microsoft Certificates preferred).
  • Thorough knowledge of M365 Administration and Configuration.
  • Extensive knowledge of PC configuration and a Microsoft networking environment.
  • Excellent working knowledge of Office 365 suite of applications is required.
  • Healthy understanding of WAN solutions and communications.
  • Extensive knowledge of the TCP/IP suite of network protocols.
  • Understanding of leading virtualization technologies.
  • Available to work Monday through Friday as well as occasional evenings and weekends.
  • Available for occasional travel to other cities as required.
  • Excellent verbal and written communications skills are necessary.
  • Candidate must possess the ability to effectively work in an organized, efficient, neat manner; attention to detail is a must.
  • Candidate must be self-motivated, capable of independent reasoning and troubleshooting, and possess the ability to work reliably and responsibly both independently and in a team environment.
  • Relevant valid industry certifications are an asset. I.e. A+, Network+, M365
  • Bondable Criminal record check; enhanced reliability security clearance.
  • 2+ years experience in a similar role.
  • Hold a valid Class G driver’s license.
  • Strong work ethic, punctuality, and ability to work independently with minimal supervision.
  • Ability to work in a fast-paced environment, under pressure with strong attention to detail.
  • Possess good dexterity and physical fitness; ability to kneel, bend, and work in areas with restricted or limited movement.
  • Ability to communicate with the public and fellow employees in a courteous and tactful manner with a commitment to maintaining strong customer service.
  • Flexibility to work variable hours and overtime as needed; days, evenings, weekends, and statutory holidays as needed.
  • Must be eligible to work in Canada.
Benefits:
  • Dental Care
  • Disability Insurance
  • Employee Assistance Program (EAP)
  • Extended Healthcare
  • Life Insurance
  • Paid Time Off
  • RRSP Matching
  • Vision Care
  • Professional Development
  • Paid Educational Training
  • Career Growth Opportunities
Language Requirement:
  • Native/Fluent English
  • French not required but considered an asset
Schedule:
  • 4-Day Work Week*
  • 8 Hour Day Shift
  • Rotational On Call
  • Overtime
  • Weekends as needed
License/Certification:
  • CompTIA Network+ (preferred)
  • Driving License (required)
  • M365 Certifications -MS-900 Certified, MS Azure-900/AZ-104 (required)
  • CompTIA A+ (required)
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