IT Support Analyst

3 weeks ago

Toronto, Canada Yamaha Motor Canada Full time

**Summary of Responsibilities**

Strong computer skills and the ability to troubleshoot and diagnose problems. Familiarity with both PC and Mac hardware and software. Experience with Network repairs and analysis. Good customer service skills. Ability to communicate effectively to help customers fix their issues and feel satisfied with the experience. Writing and editing Skills to aid in writing and updating manuals. Education in computer repairs and how to troubleshoot problems (some jobs may require a degree from a university or technical school), and specific knowledge of other required computer systems for different work environments.

**Key Duties & Responsibilities**

**Help Desk - PC Support**:

- Provide 1st -2nd level support to resolve server access problems, end-user hardware, operating systems, and software related issues
- Record, track and escalate incidents via the internal ticketing system
- Configure and image workstations, laptops, and other computing equipment as required
- Set up new user accounts and configure required hardware
- Configure/support printers, photocopiers, IP phones, and various other peripheral devices
- Support mobile devices
- Assist in special projects as required
- Provide exceptional service to all departments using all available resources
- Document technical procedures for new technologies as well as update/maintain existing technical documentation
- Troubleshoot and resolve software and hardware problems on behalf of employees.
- Analyze and isolate issues.
- Work with other members of the IT department to ensure timely resolution of employee issues
- Develop training materials and procedures, and/or train users in the proper use of hardware and software.
- Ensuring the design of the system allows all components to work properly together.
- Follow checklists to ensure a consistent result for routine and common tasks.
- Other duties as assigned by management.
**Help Desk - Network Support**:

- Consult with IT Operations Lead to analyze and determine the scope and priority of projects, as well as provides feedback on areas of improvement or where refresh activities are needed.
- Administering LAN/WAN environments, including cabling, video conferencing, VoIP, and VPN.
- Strong understanding of TCP/IP in LAN/WAN technologies.
- Working experience with wireless RADIUS (CA) authentication for devices/clients
- Knowledge of installation and basic configuration of CISCO switches, hubs, cabinets, conduit, raceway
- Execute procedures required to ensure network stability before, during, and after maintenance and upgrades activities - document in change tickets
- Provide the basic level of network troubleshooting and issue mitigation for computers and network devices to include switches, routers, firewalls, WLAN, and network interconnectivity.
- Provides network maintenance, firmware/software upgrades, new service installs, and third-party activities.
- Participates in Network monitoring including SNMP, NetFlow protocols data, third party tooling, and integration into an advanced monitoring platform
- Reports on changes i.e., successful vs failed P
- ulling and terminating network cables with connectors and patch panels
- Neat & tidy structured cabling techniques using zip ties, cable clamps
- Installing cabinets, conduit, raceway
- Other network-related tasks as assigned
**Help Desk - Dealer Support**:

- Provide support and setup YDS for dealers. Determine cause of dealer problems and provide technical support to resolve the issues.

**Education Requirements and/or Experience Requirements**
- **Degree/Diploma**:College Diploma
- **Program of Study**:Information Technology
- **Years of Experience**:3+ years of experience
- **Type of Experience**:Help Desk PC Support

**Skills & Abilities**
- Diploma or Degree are preferred, but relevant work experience can be a substitute
- At least 2-3 years of experience in a Help Desk or System Administration role
- Advanced level knowledge and experience with Windows OS for end-users and server support and networking
- Basic knowledge of Mac OS
- Works well in a team environment
- Strong Customer Management and Service Skills
- Strong time management skills, multitasking skills, and the ability to prioritize tasks with mínimal supervision
- Detail-oriented personality
- Driven to always learn how to implement and support the cutting edge of technology
- A professional, responsive, and positive work attitude is essential
- MCSA certificate in Office 365, Desktop, or Server is an asset

**Travel/Overtime Requirements**

**Help Desk After Hours On-Call Support**:

- 1 week every 3 weeks
- 5-9 pm weeknights Monday to Friday
- 10-4 am Saturdays

Yamaha Motor Canada is committed to providing and maintaining a safe and healthy workplace for our employees and their families, our customers, dealers, visitors, and vendors. Yamaha Motor Canada has a COVID-19 Vaccination Policy which requires all our employees to be fully vaccinated in order to v

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