Technical Support Analyst

We are looking for a reliable, hardworking and mature individual to join our team as a Technical Support Analyst in Mississauga, Ontario. This is not an entry level position.

This is an onsite only position in Mississauga, ON. Do not apply if you are unable to work from this location.

Position Overview:

Reporting to the Manager - Technical Support Services, the successful candidate will join the Technical Support team and will be responsible for the implementation, maintenance, and support of client infrastructure, software, and systems. Day-to-day activities will include supporting and troubleshooting existing solutions, working on scheduled project implementations, and providing feedback on improving support of clients. This is a client facing position – professional appearance and a strong command of the English language is mandatory.

This position is full-time with a 3 month probation period. Criminal background check required.

Location: Mississauga, ON. Do not apply if you are unable to work from this location.

To Apply: Submit a cover letter AND resume for consideration.

Only applicants entitled to work in Canada will be considered for this job. No visa or sponsorship will be provided.

Duties:

- Provide Level 2 and 3 diagnosis and resolution of client technical hardware and software issues via telephone, email, remote control, and onsite, where required;

- Perform desktop hardware/software installation, configuration, upgrades and support on applications such as: Windows OS, Microsoft 365 (Office, OneDrive, InTune, Sharepoint), AntiVirus software, conferencing software (Teams, Zoom), CAD applications (AutoCAD, Solidworks), Adobe suite, G suite applications, various browsers, and other desktop based applications;

- Migrations to Microsoft 365;

- Active Directory and Azure AD;

- Follow standard processes and procedures;

- Create documentation as required;

• Onboarding/offboarding of new users;
• Utilize our help desk software tool to track technical support issues;
• Follow-up and communicate with clients in a timely manner;
• Provide after hours and on-call support on a rotational basis;
• Drive to client locations in Southern Ontario as needed.

Note: This position will be responsible for working the 7am-3pm shift one day per week.

Qualifications:

• Post-Secondary education in a 3 year IT Computer Program (proof of marks and program completion required)
• 5+ years experience in a Technical Support role is required;
• Good understanding and experience with Microsoft Active Directory, Azure AD, domains, and group policies;
• Good understanding of Microsoft365, and other desktop applications
• Solid experience with Remote Access and VPN services;
• Fundamental knowledge of network protocols and communication hardware;
• Valid Ontario driver's license and a reliable vehicle

Other Skills & Competencies:

• Strong technical leadership, teamwork, and technical decision-making skills;
• Excellent oral and written English communication skills;
• Excellent customer service skills;
• Attention to detail;
• Excellent analytical and troubleshooting skills;
• Ability to draft technical documents as required;
• Ability to convey information in a professional, courteous, and tactful manner;
• Ability to remain calm under pressure and think rationally;
• Willingness to learn new technologies;
• Effective time management skills and ability to work with deadlines.

Physical Environment & Working Conditions:

Location: Mississauga, Ontario

Hours: Monday to Friday 9:00am to 5:00pm, except on the day when working the 7am to 3pm shift.

Most work is performed in a normal office environment although there is some work in computer rooms, network closets, storage rooms, and from home when on-call.

Some need to move/lift moderate to heavy articles and to climb or stoop.

What we Offer:

• Competitive salary based on experience
• Flexible and comprehensive benefits (dental, vision, drugs, extended health, employee assistance plan, life insurance, $900 annual personal spending allowance )
• Free snacks and hot/cold beverages
• Free parking
• Business casual work environment
• Excellent environment to learn new technologies

Thank you to all applicants, but only candidates selected for interviewing will be contacted.

Job Type: Full-time

Benefits:

• Casual dress
• Dental care
• Discounted or free food
• Employee assistance program
• Extended health care
• Life insurance
• On-site parking
• Vision care

Application question(s):

• Will you be able to reliably commute to the work location in Mississauga, ON on a daily basis?

Experience:

• Microsoft Windows Server: 5 years (preferred)
• Microsoft 365: 4 years (required)
• Microsoft Windows: 5 years (preferred)
• Email/Outlook: 5 years (preferred)
• OneDrive: 4 years (preferred)
• Azure AD: 4 years (preferred)

Language:

• English (required)

Licence/Certification:

• Ontario Class G (required)

Work Location: In person