IT Support Analyst

2 months ago

Toronto, Canada RGA Full time

**Position Overview**
**Responsibilities**
- Maintain high customer satisfaction by representing IT courteously, professionally, and effectively to the rest of the organization.
- Responsible for first and second level support of IT systems in the region, including PC’s, printers, servers, and related IT equipment
- Responsible for coordinating support of office building related IT issues such as network room power, UPS, HVAC, telephony and collaborative tools such as video conferencing
- Clearly document and effectively prioritize client requests into RGA ticket management software
- Provide first level troubleshooting for VoIP phone and network communications
- Escalate & dispatch to senior level support
- Troubleshoot daily problems and provide onsite and remote support
- Install software, desktop/laptops systems and peripherals
- Update documentation & provide training
- Maintain and organize inventories
- Manage, organize, and update support documentation, knowledge base and provide basic training
- Out of hours contact for any IT related issues including disaster recovery
- Follows standard operating procedures & policies
- Other appropriate IT tasks as requested or required by Global IT

**Requirements** Required Qualifications**_:_**
- Post-Secondary Education graduate
- 2+ years technology/desktop support experience
- Excellent communication skills

**Required **Skills**:

- Proficient with Windows desktop environment (Win 10 & Microsoft Office)
- Proficient with:

- Basic TCP/IP networking
- VoIP Telephony
- Windows Server environment administration (Active Directory, Exchange)
- Mobile device support - iPhone
- Printer technologies
- Video conference & meeting room technology
- Dell workstation hardwar
- Excellent communication & organizational skills
- Strong troubleshooting and problem-solving skills
- Ability to work well as part of a global team and build collaborative relationships
- Ability to work well independently and be proactive with task and time management
- Very strong telephone and customer service skills
- Very strong analytical and problem-solving skills
- Availability to work overtime, as required
- A+, Network & Microsoft Certified Desktop Support Technician (preferred)
- Working knowledge of ServiceNow preferred
- French language is a definite asset

**Company Overview**
About RGA:
Reinsurance Group of America, Incorporated (NYSE: RGA) is one of the largest global providers of life reinsurance, with offices around the world. RGA delivers expert solutions in individual life reinsurance, individual living benefits reinsurance, group reinsurance, financial solutions, facultative underwriting and product development. Our mission is to enhance our clients’ prosperity by supporting their financial and risk management capabilities.

LI-CW1

Job Reference: CN01335

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