Technical Support Analyst

4 months ago

Toronto, Canada Dream Unlimited Full time

Job Details

Description

**Dream is looking for a Technical Support Analyst**

**What does it mean to be part of our Technical Services team?**

Our Technical Services team goal is to provide the best user experience possible by ensuring our users have the technical tools and network infrastructure in place to perform their job at an efficient and effective level. We are continually upgrading and driving our projects, process and goals with the changes in business needs.

We strive to stay at the leading edge of technology to help prepare for our continued growth in the coming years. All that’s missing is a strong support analyst who could be you

Our Support Centre consists of Technical Support Analysts, all reporting to the Manager of Technical Support in our Toronto Office. Dream spans across Canada and has locations in the United States and Europe.

**What will you be responsible for?**
- Install, configure, and maintain computer software and hardware, including operating systems, productivity software, and peripherals.
- Document and track support requests and resolutions using ticketing tool.
- Support enterprise mobile devices including cell phones and tablets.
- The position requires frequent daily contact with employees at all levels of the organization.
- Ensure that the Support Centre is monitored at all times and that requests are assessed and resolved based on urgency, impact and nature of the problem.
- Manage customer expectations by communication with employees - before, during and after each support call. Monitoring and follow-up on all assigned calls.
- Providing remote computer support as well as installations for end users as requested.
- Maintain inventory of all hardware and software assets and perform routine equipment audits.
- Responsible for the purchasing, tracking, receiving and vendor communication for all IT hardware equipment using our Ticketing and Purchase Order systems.
- Maintain, assign, track, and ensure loaner equipment is up to date. Clean returned equipment and install new software as required.
- This position also requires after hours On-call duties on a rotating basis.

**What skills do you have?**

We’ve listed just a few select qualifications that we consider to be very important for this role. We can cover the rest when we chat.
- Knowledge of Microsoft Windows 10/MAC OS operations systems, Microsoft Office 365 (all products), OneDrive, SharePoint, and Microsoft Teams.
- Strong knowledge of mobile devices, iOS and Android OS and a sound knowledge of Microsoft Intune.
- College diploma or University degree in IT related Studies.
- 3+ years’ experience in support, installation and repair of computers along with experience in software installation, configuration and support, preferably in a corporate environment.
- Asset management / E-Waste, Onboarding / Training, User Education / Documentation / Procurement, Vendor Co-ordination
- Basic knowledge of networking and cloud principles.
- A strong independent work ethic
- Excellent troubleshooting abilities with the ability to quickly learn new concepts, products and technologies.
- Excellent understanding of customer service including managing internal relationships.
- Exceptional organization and time management skills.

**Nice to have**:
Technology certifications: CompTIA A+, ITIL, etc.

**Who are we?**

Dream is one of Canada’s leading real estate companies, with over $24 billion in assets under management across five Toronto Stock Exchange ("TSX") listed trusts and numerous partnerships across North America and Europe. We develop, manage, and invest in master-planned communities, income properties, and urban intensification, and develop land and residential assets in Western Canada.

Our employees are the heart and soul of our business performance, which is why we believe in putting people first.
- Dream Unlimited is committed to workplace diversity and provides accommodations to applicants with disabilities throughout our hiring process_

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