Technical Support Analyst

4 weeks ago

Toronto, Canada Colas Full time

**Subsidiary**:Colas Canada Inc.

**JOB OVERVIEW**:
Are you looking for an IT career that leaves a lasting impact? Come join our team and do your part in building this continent’s infrastructure. As a Technical Support Analyst, you will be part of a distributed team of diversely skilled individuals who pride themselves in their breadth of knowledge, troubleshooting skills, and positive attitudes. You’ll be the face of Colas IS Support in your territory, interacting directly with our internal customers on a daily basis and providing exceptional, on-site customer service for a variety of technical issues.

**RESPONSIBILITIES**:

- Assist our customers in maximizing their use of our information technology
- Provide technical support and administration for our business-critical systems, including:

- Microsoft Windows 10, 11, and Server with Active Directory
- Workstations, servers, local and wide area networks, printers, and the associated technology at our manufacturing plants
- Systems such as Teams Telephony
- Tools such as Adobe Acrobat, Edge Chromium, and Pulse Secure
- Microsoft Office Suite and Microsoft Office 365
- Travel to our locations within your territory to resolve critical issues on a moment’s notice
- Lead projects within your territory and provide expertise to the business in whatever capacity required, such as a technology refresh or data analysis
- Empathize and communicate with customers to ensure satisfaction
- Multitask effectively to ensure no customer is forgotten and no project undone
- Analyze trends to improve both the support process and user training
- 50% travel within your coverage territory, infrequent travel elsewhere (between the US and Canada)

**WHAT YOU BRING**:

- Diploma in Information Technology field or an equivalent combination of education and/or experience and/or relevant designation required
- 3 - 5 years of relevant technical support experience required
- Strong knowledge of Microsoft Professional Office Suite of products
- Troubleshoot and resolve Level 1/2 support issues from various support channels (phone calls, chats, self-service tickets); document and escalate issues further as required.
- Record all incident tickets under the appropriate severity into the ServiceNow call tracking system.
- Troubleshoot various IT hardware issues with PC’s, printers, peripherals, etc.
- Provide device and app support for various types of mobile devices - both iOS and Android.

**OTHER REQUIREMENTS**:

- Customer Service Experience
- Strong written and verbal communication
- Ability to work autonomously
- Acts responsibly and holds themselves accountable for their performance
- Proactively identifies and addresses any existing needs
- Exhibit swift decision-making skills.
- Treats everyone with respect and is a model of integrity
- Is a quick learner and problem solver
- Ability to lift 50 pounds

**WHAT WE OFFER**:

- **
Amazing opportunities to learn and grow**:At Colas, we encourage everyone to reach for their goals by building their own path: providing training tools, new learning programs, and soft skills development initiatives. Work with teams across Canada, expand your skills in a variety of projects nation-wide, and take advantage of learning & development programs to help you further your career.
- ** Great perks**: Discounted gym membership? Check. Exclusive deals on restaurants, merchandise, and travel? Check. Get rewarded for your hard work with access to a wide range of employee discounts.
- ** Benefits and pension from day one**:At Colas, we recognize the amazing talent each person brings. We believe such great talent deserves to be rewarded. We provide a comprehensive benefits and pension package, so you can focus on continuing to do your best.

**ABOUT COLAS**
Colas is a Canadian leader in transportation infrastructure - materials, construction, and maintenance. From roads to rail, airports to ports, we build some of the most important projects that connect our communities.

Backed by our network of Colas companies across Canada and the Colas Group worldwide, Colas offers a wide range of innovative and sustainable solutions for the construction and maintenance of transportation infrastructure.

**Join the largest transportation infrastructure group in the world and help connect Canada.**

**DIVERSITY IS IMPORTANT TO US**
At Colas, we believe our workforce should reflect the diversity of the communities we connect. By living our core values of Caring, Sharing, and Daring, we welcome all those who help create the links that bring us together. We are committed to equal employment opportunity regardless of age, ethnicity, national origin, religious beliefs, disability, marital or family status, gender, gender identity or expression.

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