Bilingual Technical Support Analyst

3 weeks ago


Toronto, Ontario, Canada Live Assets Full time
IT Opportunities in Canada

Position Overview

Live Assets | IT Staffing Solutions is seeking a Bilingual Technical Support Analyst to enhance our client's IT Infrastructure and Operations division.

Primary Responsibilities

  1. Deliver post-implementation assistance and ongoing resolutions related to the switch remediation initiative, serving as Tier 3 support for Tier 1 and 2 Helpdesk personnel.
  2. Function as an escalation point for Tier 1 and 2 support staff.
  3. Revise job aids and standard operating procedures for Helpdesk teams.
  4. Acquire knowledge and support the company's standard practice management clinic software at an advanced level.
  5. Configure and set up new systems and IT networking equipment (e.g., access points, network switches).
  6. Assist end users in troubleshooting connectivity issues.
  7. Collaborate with Server Cloud & Network engineers to comprehend their implementations and document their procedures.
  8. Provide Early Life Support (ELS) following project-specific implementations.
  9. Execute changes in Cisco Meraki firewalls, Ubiquiti switches and access points, IoT devices, and veterinary-specific technology.
  10. Utilize Microsoft 365 for project communications and file management.
  11. Offer continuous network support and troubleshoot residual IT challenges.

Required Qualifications

  1. Proficiency in both English and French is essential.
  2. Comprehensive knowledge of Microsoft Windows operating systems and MS Office 365, Active Directory, Azure, and Intune.
  3. Strong understanding of network topologies and protocols.
  4. Experience with Layer-2 and Layer-3 networking technologies (e.g., VLAN, STP, Wi-Fi, 802.1x).
  5. Familiarity with remote management tools and techniques.
  6. Knowledge and administration experience with the Microsoft Windows Server platform.
  7. Experience with Zendesk or similar ticketing systems.
  8. Background in customer service, technical support, and IT field assistance.
  9. Ability to collaborate with various internal stakeholders across different divisions.
  10. Relevant certifications such as CCNA/CCNP, Cisco Meraki Solutions Specialist, or Microsoft Certified Azure Network Engineer Associate are preferred.


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