Support Analyst

3 weeks ago

Regina, Canada ISM Canada Full time

Working in technology today takes skill, expertise, a strategic mind and creativity. At ISM, we believe in life-long learning and we are a dynamic business in a state of constant evolution: we embrace innovation, we are authentic, we create an excellent customer experience every time, we are accountable for all that we do, and we are ONE Team. Technology is changing the world.start your career with ISM and get a front row seat

**Close Date: April 12, 2023**

ISM is seeking a Support Analyst specializing in Microsoft 365 Services. In this role, you will work as part of ISM’s Cloud Services team under the general guidance of senior team members. You will administer & support Microsoft services on behalf of external customers by responding to customer incidents and requests within agreed to Service Level Agreements. M365 Services include SharePoint, Teams, Exchange on-premises & online, OneDrive and Power Apps.

**Responsibilities**:
A Support Analyst will enhance/maintain business relationships with customers, typically by:

- Operational support of Microsoft 365 technologies and related services through monitoring, troubleshooting, configuration, and maintenance activities with guidance from senior staff as required.
- Developing a sound knowledge of the use, operation, and support Microsoft 365 services, and how to diagnose and remedy related problems.
- Make recommendations for continuous improvements on internal processes.
- Perform maintenance and support duties in accordance with the client contracts and commitments.
- Improve efficiency through the scripting/automation of solution deployments, configuration, security and health checking, and reporting.
- Assist with testing requirements and technical policies to ensure customer business, security, and compliance requirements are met.

**Qualifications**:

- Recognized diploma related to computer hardware/software or
- equivalent combination of education, experience and training.
- Some knowledge of the use, operation and support of hardware and
- software, and how to diagnose and remedy related problems.
- Demonstrated ability to support microcomputer hardware/software,
- electronic input/output and equipment.
- Good interpersonal, public relations and oral communication skills.
- Ability to train others.
- Ability to work either independently or as part of a team.
- Skills and abilities acceptable to the client.

**Key Skills & Abilities**:

- Knowledge of current operating systems and environments
- Demonstrated knowledge of the use, operation and support of hardware and software
- Experience supporting Microsoft 365 products & services would be considered an asset. This includes SharePoint, Teams, Exchange on-premises & online, OneDrive and Power Apps.
- Good written and verbal communication skills
- Ability to work independently, as well as part of a team
- Excellent communication, interpersonal, and customer service skills
- Positive, professional attitude
- Reliable, punctual, flexible, accountable
- Ability to solve problems, prioritize and meet strict deadlines while under pressure.
- Self-motivated and willing to learn new products, processes, ideas and systems as required

**Note: if applicable, posted pay ranges for all positions are bi-weekly rates.**

ISM is committed to compliance with the Accessibility for Ontarians with Disabilities Act (AODA), Accessibility for Manitobans Act (AMA), and all other provincial and federal legislation, in our recruitment process.

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