Technical Support Analyst

**Who We Are**

**We are looking to have a bilingual (French/English) **Technical Support Analyst join our team This position will involve working on-site at our Ottawa office location.**

**SUMMARY**

The Technical Support Analyst is responsible for providing technical assistance and support to end users, ensuring prompt resolution of a wide range of requests including hardware, software, printing and networking issues. In addition, the incumbent is expected to test and deploy new hardware and software as part of an ad-hoc request or as part of a major project. The Technical Support Analyst will action assigned tickets ensuring they are closed in a timely manner to meet SLAs.

**KEY DUTIES & RESPONSIBILITIES**

Desktop Support
- Administers support requests via the IT ticket tracking system. Logs status information and resolution details. Responds to and resolves issues within the assigned completion date.
- Sets up, configures, supports, and maintains mobile devices (Android/iPhone/Tablets).

Problem determination and Solutioning
- Identifies solutions for continuous improvement of system processes and procedures including the effective operation of desktop hardware and software changes and upgrades. This includes testing of computer systems and peripherals within established standards and guidelines before deployment.
- Resolves all network-related problems such as network login issues, machine connectivity issues, etc. Collaborate with the IT team to escalate and address complex problems.

Application Maintenance, Policies and Documentation
- Assists with project hardware pilots, merger and acquisition activities and provides hardware setups when requested.
- Completes the tracking of assets (laptops/mobile devices) within the IT ticket tracking system in a timely manner.
- Adheres to IT policies and procedures.

Other
- Maintains knowledge of technology innovations and trends.
- Other duties as assigned.

**KNOWLEDGE & SKILLS**
- 2+ years of experience in a desktop support, IT support, or comparable role.
- Highly developed troubleshooting/problem solving skills.
- In depth knowledge of the latest Windows operating systems.
- Comprehensive knowledge of local and wide area networking (i.e. TCP/IP, DHCP, DNS, VPN, etc.).
- Hands-on experience administering Microsoft 365.
- Hands-on experience administering device endpoint management tools (e.g. SCCM, InTune).
- Knowledge of Microsoft Active Directory and/or Entra ID.
- Knowledge of Windows Autopilot.
- Knowledge of security practices and tools.
- Knowledge of Microsoft Azure and/or AWS is nice to have.
- Knowledge of macOS is nice to have.
- Motivated and technical individual with experience in many aspects of Information Technology.
- Ability to work effectively under pressure and manage multiple, concurrent, and conflicting priorities and deadlines.
- Good verbal communication skills (English and French)
- Ability to work independently with mínimal supervision and in a team environment.
- Excellent customer service skills.

**Licenses and/or Professional Accreditation**
- Microsoft Azure or 365 certifications (asset)
- CompTIA certifications (A+, Network+, Security+, etc.) (asset)

At BGIS we believe that diversity and inclusion is a key business driver, such that we never lose sight of its importance as it is woven into the fabric of our organization. We are committed to maintaining a barrier-free recruitment process by providing equal employment opportunities through recruiting and retention of individuals of all backgrounds. We recognize that promoting diversity is an essential component of our continuing pursuit for organizational success

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