Support Analyst
3 weeks ago
**Core responsibilities include**:
- Provide timely response and remote support to internal users in the Bermuda location and remote & onsite support to users in the Canada location following standard procedures and troubleshooting
- Utilise Service Desk procedures to log, record, categorize and escalate user incidents and requests directly into the current Incident Management System
- Provide innovative business solutions to maintain optimal technological performance, providing Tier I/II & Tier Ill operational support for desktops/laptops deployments, A/V, telephony, printers, mobile & infrastructure systems as required
- Liaise with external consultants, suppliers and service providers and the internal Digital department to discuss or resolve issues/problems
- Maintain high levels of customer satisfaction and healthy team-member relationships through effective communication, collaboration, and proactive relationship management
- Manage asset information systems & provide input to maintain inventory of hardware and software
- Provide occasional after hour support upon request outside of normal office hour duties and in emergencies
- Keep abreast of new software and hardware developments
- Perform other administrative duties as required
**Qualifications and experience required**:
- University degree or equivalent experience working in a similar IT role
- 5 years, hands-on experience in providing enterprise Desktop Support including Remote Support
- Experience working in a call center or administration support environment
- Proven ability and willingness to learn and develop own skills
- IT literate with knowledge of Microsoft Windows 10 Office Suite & Microsoft 365
- Experience with desktop imaging technologies
- Any of the following would be desirable: MS Exchange, MS Azure (admin), Citrix, MS Teams, VOIP, Mobile devices (MDM), Onboarding and hardware.
- Certifications such as CompTIA A+, MCSA would be an asset
- Working knowledge with ITIL processes such as Change Management, Problem Management, and Incident Management would be an asset
- Work on own initiative and be a highly motivated team player
- Ability to manage changing priorities
- Excellent interpersonal, written and oral communication skills with the ability to communicate effectively with technical and non-technical colleagues at all levels within the company
**Job Types**: Permanent, Full-time
**Benefits**:
- Dental care
- Employee assistance program
- Extended health care
- RRSP match
Schedule:
- Monday to Friday
Supplemental pay types:
- Bonus pay
Application question(s):
- What is your expected salary? Please provide a range
**Experience**:
- call center or admin support environment: 2 years (preferred)
- Microsoft Office Suite: 3 years (preferred)
- IT support: 5 years (preferred)
Work Location: Hybrid remote in North York, ON M2J 4Y1
Application deadline: 2023-11-30
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