Technical Support Analyst

2 months ago

Toronto, Ontario, Canada Dream Full time

About Dream

Dream is a dynamic and innovative company that is always looking for talented individuals to join its thriving community. Our Technology & Transformation team is currently seeking a highly motivated and detail-oriented Technical Support Analyst to support our company-wide technology operations.

Job Summary

The successful candidate will be responsible for providing first-level technical support to our employees, assisting with the organization of our support ticket inbox, and logging tickets in our Service Now ticketing system. Additionally, they will assist with in-office setups and moves, meeting room technology setup and support, and ensuring that all printers are online and accessible on each floor of our corporate office.

Key Responsibilities

  • Perform first-level triage support to resolve technical issues efficiently.
  • Assist with organizing our support ticket inbox to improve request handling.
  • Log tickets in our Service Now ticketing system and provide detailed troubleshooting steps for level 2 escalations.
  • Support the setup and maintenance of meeting room technology.
  • Ensure that all printers are online and accessible on each floor of our corporate office.
  • Assist with the organization and maintenance of our IT storage room.
  • Support project deliverables, such as mobile phone deployments and software installations.
  • Collaborate with the Support Centre team to coordinate equipment shipments and retrievals.

Requirements

  • Currently pursuing a College diploma or University degree in IT-related studies.
  • Experience in support, installation, and repair of computer equipment, as well as software evaluation and configuration.
  • Knowledge of Microsoft Windows 10 Operating System, Microsoft Office 365, SharePoint, Microsoft Teams, OneDrive, and other Microsoft products is an asset.
  • Basic networking experience and knowledge of Internet access protocols.
  • Experience with mobile devices, such as iPhone (iOS) and Android platforms, with regards to email setup, configuration, and troubleshooting.
  • Experience with Cisco WebEx videoconferencing is an asset.
  • A strong independent work ethic.
  • Excellent troubleshooting abilities with the ability to learn new concepts, products, and technologies quickly.
  • Excellent understanding of customer service, including managing internal relationships.
  • Exceptional organization, communication, and time management skills.

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