Technical Support Analyst

3 days ago

Toronto, Canada Convoy Supply Full time

**Technical Support Analyst**

Position Summary

**Responsibilities**:
**Essential functions include but are not limited to**:

- Provide end-user and site support for CONVOY, with some involvement in SOPREMA Group brands.
- Respond to requests in the ticketing system, handling level 1 and 2 support tickets.
- Deploy and support hardware, software, and mobile devices.
- Manage training, procedure generation, and implementation.
- Support VOIP phone systems.
- Provide local and remote A/V and network infrastructure support (data/fax/voice, etc.).
- Perform other related tasks as assigned by the manager or supervisor.

**Decision Making and Problem Solving**
- Prioritize ticket and project workloads and provide timely, customer service-oriented support.
- Troubleshoot, diagnose, and resolve technical issues, ensuring communication and follow-up until resolution.
- Adjust schedules and plans in response to unplanned events, thinking quickly and adapting as needed.
- Incorporate feedback from others to develop solutions and improve processes.
- Make procurement decisions in line with the organization’s IT budget and strategy.
- Build and maintain relationships with vendors.
- Allocate specific tasks to contractors or subcontractors.
- Manage assigned projects, including planning, timelines, status updates, and completion of objectives.

**Requirements**:

- College Degree in Information Technology
- 2+ years of experience in IT support.
- Strong understanding of MS Windows OS installation, support, and troubleshooting.
- In-depth knowledge of MS Office 365 and LAN/WAN networking.
- Excellent customer service skills.
- Ability to travel throughout Canada and the U.S.

The Offer
- Competitive salary
- Flexible Benefit options
- Paid sick time
- Short and long term disability coverage
- Employee referral bonus program
- Paid training/tuition reimbursement
- Overtime available in peak periods
- Internal Promotions

Company Overview

Convoy Supply, founded in 1972, is a leading wholesale distributor of construction materials with over 40 locations across North America. Convoy prides itself on being the most responsive, problem-solving and fun place for our customers to conduct business.

Convoy can be a job or a career. Find out more at:

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