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Technical Support Analyst

2 months ago

Toronto, Ontario, Canada Logos IT Solutions Full time
Job Posting – Technical Support Analyst
Logos IT Solutions is a comprehensive managed service provider experiencing growth and seeking to expand our team. We are in search of both full-time and part-time technical support analysts to deliver prompt and effective solutions to our esteemed clients.

This will be achieved by diagnosing inquiries or issues, guiding users towards resolution, articulating technical solutions in an accessible manner, and providing end-user training when necessary.

The Technical Support Analyst is also tasked with documenting problems and solutions within the IT call-tracking system. Additionally, the analyst will engage in any assigned training.

As a member of the Logos IT Solutions team, the Technical Support Analyst will embody our brand image as a representative and ensure a positive experience for all our valued clients.


Essential Skills:
  • Proficient time management and multitasking abilities
  • Strong written and verbal communication skills
  • Exceptional customer service and telephone etiquette
  • Collaborative team player
  • Innovative and creative problem-solving skills
  • Solid technical knowledge and quick adaptability to new software
  • Strong analytical and troubleshooting capabilities
  • Reliability and accountability
  • Research and analytical skills
  • Organizational and prioritization skills
  • Compliance with laws, rules, and regulations
  • Flexibility to work varied schedules

Key Responsibilities:
  • Address end-user IT challenges, including password resets, software inquiries, PC hardware issues, and Internet connectivity problems.
  • Provide personalized end-user support and problem resolution through various communication channels.
  • Conduct on-site repairs of PC desktop hardware, printers, and other peripherals.
  • Identify and resolve minor network issues (e.g., LAN access).
  • Recognize and escalate more complex issues to Tier 2 support technicians.
  • Assist network technicians by troubleshooting software, hardware, and network-related issues.
  • Support network technicians in the installation of network interface cards, hubs, switches, and cabling as needed.
  • Participate in modifications to network and systems access for new, departing, or transitioning employees.
  • Accurately document work orders and IT tickets in the IT management system; maintain diligent oversight of this process.
  • Prioritize work orders and IT tickets based on urgency.
  • Ensure timely repair of IT equipment covered by third-party maintenance agreements.
  • Attend and/or lead training sessions for end users; develop training materials (e.g., FAQ sheets).
  • Utilize IT log entries to identify trends and areas for proactive maintenance or repairs.
  • Maintain a high level of professionalism, courtesy, and friendliness at all times.

Knowledge and Skill Requirements:
  • Post-secondary education in computer technology or a suitable combination of education and relevant experience.
  • CompTIA A+/Network+ or MCP (Microsoft Certified Professional) certification is preferred.
  • 3 to 5 years of direct experience in an IT support role.
  • Ability to diagnose issues, perform repairs on IT assets, and provide support for a variety of applications.
  • Technical knowledge at the network level: WAN and LAN connectivity, routers, firewalls, and security.
  • Hands-on experience with anti-virus, anti-ransomware, and anti-spam solutions.
  • Understanding of operating systems, business applications, printing systems, and network systems.
  • Ability to quickly analyze issues and determine the best course of action using available resources.
  • Sound judgment to escalate issues to senior IT personnel when necessary.
  • Familiarity with IT management software tools.
  • Excellent written, oral, and telephone communication skills.
  • Ability to communicate in a user-friendly manner.
  • Knowledge of computer workstation setup.
  • Exceptional multitasking and prioritization skills.
  • Strong customer service orientation.
  • Team-oriented individual capable of working under pressure.

Work Schedule:
  • 8-hour shifts
  • Monday to Friday
  • On-call responsibilities
  • Weekend availability