Technical Support Analyst

Company Description

Sika Canada, a subsidiary of the Sika Group, is a leader in the development and manufacture of specialty chemicals. In the field of construction, the company operates in markets such as concrete repair, maintenance, and protection, building finishing, shotcrete, tunnelling & mining, roofing, concrete admixtures, and flooring. It also serves the manufacturing industry (automotive, transportation equipment, etc.) with bonding and sealing, assembly and damping solutions specifically developed for these markets.

Sika Canada has operations in Quebec, Ontario, Alberta, and British Columbia and employs more than 650 people in Canada. The company is ISO certified and a member of the Canada Green Building Council (CaGBC).

Job Description

POSITION OVERVIEW

Join our dynamic IT team as a Technical Support Analyst In this role, you'll provide exceptional support to approximately 450 users across Canada, ensuring smooth operation of networked Windows-based PCs, laptops, and iPhones. You'll be the first point of contact for technical issues, bridging the gap between users and the IT department while delivering outstanding service.

KEY RESPONSIBILITIES

User support:

• Serve as the first point of contact for IT technical support.
• Respond to calls, troubleshoot connection issues, and track unresolved cases.
• Analyze monthly support statistics and recommend improvements or training.
• Provide guidance and training on IT software and hardware.

Software and hardware :

• Configure, install, and maintain computer systems, software, and hardware.
• Diagnose and resolve issues related to hardware, software, telephony, and iPhones.
• Perform minor repairs and coordinate major repairs with external vendors.
• Conduct preventive maintenance and ensure timely updates of software and firmware.
• Maintain compliance with company standards and guidelines.
• Manage inventory of PCs, peripherals, phones, and software licenses.
• Administer and support the iPhone fleet and telephony system.

Disaster recovery and security :

• Participate in periodic IT recovery tests.
• Monitor backups and data replication to ensure proper operation.

General:

• Keep computer rooms organized and assist with IT projects.
• Record all incidents and requests in the company ticketing system.
• Perform additional duties as assigned.

Qualifications

QUALIFICATIONS

• College diploma in Computer Science (or equivalent) with 2–5 years of experience in a similar role.
• Strong experience with Office 365 applications, including MS Teams.
• Proficiency with Microsoft Windows (server and client environments).
• Experience managing computers and devices in a networked environment.
• Hands-on experience supporting iPhones in a professional setting.
• Familiarity with RingCentral cloud telephony, automation tools (PowerApps, Power Automate), or project management is an asset.
• Microsoft and Cisco certifications are considered assets.
• Excellent communication and interpersonal skills.
• Strong customer service focus, teamwork, and problem-solving abilities.
• Ability to multi-task, stay organized, and explain technical solutions clearly to end-users.

WORKING CONDITIONS / PHYSICAL DEMANDS

• Hybrid work model: office and remote with ergonomic workspace provided.
• Comfortable indoor environment with heating and air conditioning.
• Frequent communication via phone and email throughout the workday.
• Occasional work outside normal hours to resolve critical issues or perform system updates.
• Ability to unpack and lift monitors and computers as needed.
• Business travel expected: 5–10%.

Additional Information

Are you:

• Committed?
• Collaborative?
• Safety-oriented
• Growth-minded?
• Mechanically inclined?

What You Gain:

• Dental, health and company-matched pension plan
• Enrollment in our wellness and employee assistance program
• Paid holidays, vacation and other competitive paid time off opportunities
• Cohesive team environment with growth and development opportunities within Sika
• Employee appreciation events, and much more

Join our team today

• Join the family of Sika AG, with over 35,200 employees and companies set up in over 100 countries, which provide ample of opportunities to grow.
• Many of our employees describe their working relationships at Sika as friendly, personable and sincere. We call this the "Sika Spirit".
• For such a large company, we have a surprisingly flat hierarchy with direct decision-making processes and decentralized organizational units.
• We firmly believe that the diversity of our workforce is a key contributing factor to our success story.

Sika is committed to a work environment that supports, inspires, and respects all individuals that apply. As an equal opportunity employer Sika will consider all qualified applicants without discrimination on the basis of race, color, religion, sex, pregnancy, sexual orientation, gender identity, age, disability, national or ethnic origin, or other protected characteristics.

Sika Canada discloses that we use Artificial Intelligence (AI) tools to assist in the initial screening of applications. However, we want to emphasize that AI does not make final decisions or eliminate candidates from consideration. Our dedicated hiring managers and recruiters carefully review all applications to ensure a fair and comprehensive evaluation process. This approach combines the efficiency of AI with the expertise and judgment of our experienced hiring team, allowing us to identify the best candidates while maintaining a human-centered hiring process.