Technical Support Analyst

**Job Overview**
**Key Responsibilities**:

- **Technical Support and Troubleshooting**:

- Communicate electronically and in person with computer users experiencing difficulties to determine and document problems.
- Consult user guides, technical manuals, and other documents to research and implement solutions.
- Reproduce, diagnose, and resolve technical problems encountered by users.
- Respond to support tickets and inquiries in a timely and professional manner.
- Troubleshoot and resolve hardware, software, and network-related issues, escalating complex problems when necessary.
- **User Training and Advice**:

- Provide advice and training to users in response to identified difficulties.
- Develop and deliver training materials relevant to user needs.
- **Systems and Network Support**:

- Provide business systems, network, and internet support to users.
- Assist with the setup and configuration of workstations, laptops, and mobile devices.
- Perform routine maintenance tasks, including software installations, updates, and system configurations.
- Collaborate with the IT team to ensure the smooth operation of IT systems.
- **Security Monitoring and Incident Response**:

- Conduct day-to-day monitoring of business security requests, taking necessary actions following established processes.
- Design and triage events for inspection, particularly in Data Loss Prevention (DLP).
- Monitor, evaluate, and maintain systems and procedures to safeguard internal information systems and databases.
- Work closely with the Cyber Threat Intelligence team to enhance analysis results and provide additional context.
- **Policy Development and Implementation**:

- Develop, implement, and enforce security strategies, policies, and procedures.
- Analyze, recommend, and implement security technologies such as firewalls, IDS (network and server), certificates, and PKI.
- **Documentation and Reporting**:

- Collect, organize, and maintain a problems and solutions log for use by other technical support analysts.
- Prepare DLP reports and other Key Performance Indicators (KPIs).
- Develop IT security standards, procedures, and guidelines.
- **System Redesign and Development**:

- Assist in the development and implementation of security initiatives to maintain a secure operation.

**Technical Skills and Experience**:

- **Firewall and Security Systems**:

- Solid knowledge of enterprise firewall configuration (Palo Alto, Fortigate, SonicWall, Cisco ASA).
- Experience with network security using Cisco ISE, HP, Dell, and Cisco Switches (dot1x, profiling, posturing).
- Hands-on experience with SIEM analysis is a plus.
- **Networking Protocols and Technologies**:

- Strong knowledge of routing protocols like EIGRP, OSPF, BGP, IPv4/IPv6, PPPoE, Multicast, Wireless (ARUBA), QoS, and VXLAN.
- Proficient in TCP/IP, DHCP, DNS, ARP, SMTP, WCCP, RADIUS, TACACS, NAP, ACLS, STP, F5 Load Balancing, and MPLS WAN technology.
- Working experience with network concepts, including the TCP/IP model, routing protocols, switching technologies, and firewall policies.
- **Network Monitoring and Management**:

- Experience implementing and operating network monitoring and management products.
- Ability to analyze network traffic and troubleshoot network issues effectively.

**Qualifications**:

- Completion of a college program in computer science, computer programming, or network administration.
- 1-2 years of hands-on experience in IT support with a focus on security.
- Certifications or training provided by software vendors (e.g., Cisco, CompTIA) may be required.

**Additional Skills**:

- Excellent communication skills, both verbal and written.
- Strong problem-solving abilities and attention to detail.
- Ability to work collaboratively in a team environment.
- Customer service orientation and ability to manage user expectations effectively.
- Ability to develop and deliver training materials to end-users.

**Employment Requirements**:

- College or other courses in computer programming or network administration are usually required.

Certification or training provided by software vendors may be required by some employers.

**Benefits**:

- Casual dress
- Company events
- Dental care
- On-site parking
- Vision care

Flexible language requirement:

- French not required

Schedule:

- Monday to Friday
- Weekends as needed

**Experience**:

- IT support: 1 year (required)

Work Location: In person