Technical Support Analyst

4 weeks ago

Vaughan, Ontario, Canada Modern Niagara Full time

About Modern Niagara

Modern Niagara is dedicated to assisting building proprietors, managers, and general contractors in fulfilling the mechanical, electrical, integrated building technology, and building services requirements of their properties across various regions in Canada. We also specialize in creating tailored, comprehensive solutions to achieve the desired results. Our commitment is to positively influence Canada's infrastructure and the communities where we operate.

Our Mission

WE BUILD FOR LIFE.

We prioritize passion, initiative, determination, professionalism, and teamwork, ensuring our teams have the necessary resources to thrive. Health and safety are integral to our operations, and our award-winning safety culture significantly exceeds industry standards.

Work Environment

At Modern Niagara, you will collaborate with values-driven, safety-focused, and high-performance teams in a dynamic, innovative, and cooperative atmosphere. Your expertise and exceptional service will contribute to ensuring that the buildings integral to Canada's infrastructure meet their intended purposes.

Awards and Recognition

Modern Niagara is recognized as one of Canada's Best Managed Companies and has received multiple accolades, including the SMACNA's Safety Excellence Award Program (SSEAP) and the Canadian Occupational Safety (COS) Magazine's Gold Winner for Canada's Safest Employers Award in the Building and Construction category.

Position Overview

We are currently looking for a Technical Support Analyst to join our team, with responsibilities that include:

  • Assessing documented solutions and analyzing root causes to mitigate future issues.
  • Managing end-user computing and mobile devices, along with associated applications.
  • Responding to incoming help requests from IT Concierge and end users via phone and email in a professional manner.
  • Building rapport to gain a comprehensive understanding of client issues and requests.
  • Prioritizing issues based on urgency and impact, escalating problems to the appropriate technician or vendor when necessary.
  • Documenting the help desk request problem-solving process, including all decisions made and actions taken.
  • Utilizing diagnostic tools to assist in troubleshooting.
  • Accessing software updates, drivers, knowledge bases, and frequently asked questions.
  • Staying updated with the software and hardware supported by the organization while seeking areas for improvement.
  • Performing hands-on fixes at the desktop level, including software installations, hardware setups, and system configurations.
  • Installing antivirus and remote access software.
  • Conducting preventative maintenance, including cleaning workstations, printers, and peripherals.
  • Testing solutions to ensure issues are resolved effectively.
  • Following up post-resolution to ensure satisfaction with help requests.
  • Creating help sheets and FAQs for end users and collaborating with teammates to maintain a current knowledge base.

Qualifications

  • A technical background with a comfort level in operational technologies, aiming to become a subject matter expert in specific software and hardware solutions.
  • Strong communication skills, capable of building rapport and adapting training methods to diverse student aptitudes.
  • Organized, self-sufficient, and able to work with minimal supervision.
  • Experience with software vendors to enhance support and functionality is a plus.
  • Background in remote support, including helpdesk/service desk, PC, and server support.
  • Experience in backend server support, such as setting up email accounts.
  • Willingness to perform light and heavy lifting as required.
  • Able to provide national support to the team.
  • Experience in the construction industry is advantageous.
  • Effective team player.

We appreciate all applicants for their interest; however, only those selected for an interview will be contacted.

Modern Niagara is committed to fostering a diverse, equitable, and inclusive workplace, eliminating barriers faced by members of equity-seeking groups. Our vision is to create an organization where everyone has equal access to opportunities and can thrive.

We value the diversity of our workforce and are an equal opportunity employer. If you require accommodation during the recruitment process, please inform us so that suitable arrangements can be made.

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