IT Analyst Level 2 Support

2 days ago

Toronto, Canada Coreio Inc Full time

**Company Overview**:
**Job Summary**
- Diagnose and resolve hardware and software issues for end-users, ensuring mínimal downtime.
- Collaborate closely with Level 1 support teams to guide them in resolving complex issues and to identify recurring problems.
- Escalate unresolved issues to Level 3 support, working with specialized teams to find permanent solutions for complex technical challenges.
- Maintain detailed documentation of support activities, issue resolution processes, and system configurations.
- Leverage existing knowledge-based articles to expedite troubleshooting processes
- Monitor system performance and identify areas for improvement, implementing necessary changes to enhance system reliability and user experience.

**Required skills and experience**
- Knowledge of ServiceNow ticketing platform is a must with experience in using incident management modules.
- Strong knowledge of Windows operating systems, including configuration and administration.
- Experience with Active Directory, Office 365, and remote desktop support tools.
- Excellent problem-solving skills and the ability to work under pressure.
- Strong communication skills, with the ability to explain technical concepts to non-technical users.
- Experience working in a fast-paced, multi-site environment with support capabilities.

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