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Technical Support Analyst

1 month ago

Ottawa, Ontario, Canada Bevertec Full time

Technical Support Analyst

Ottawa

Permanent role – Fully onsite

Job Overview

As a Technical Support Analyst in Field Operations, you will provide technical support to maintain the company's IT infrastructure across remote and local office environments.

This role involves troubleshooting issues, setting up equipment, and providing user support, with periodic travel to various office sites.

Core Responsibilities

  • Technical Support and Asset Management
  • Diagnose and resolve technical issues with approved diagnostic tools.
  • Install, modify, and repair computer hardware, software, and peripherals.
  • Perform hardware and/or software relocation and reconfiguration as needed.
  • Manage IT assets, including comprehensive onboarding and offboarding processes.
  • Prepare requisitions for IT-related hardware and software purchases.
  • Provide support for Microsoft Office 365 suite of products, including setup, troubleshooting, and management.
  • Perform onboarding and offboarding tasks, including account creation and deactivation in Active Directory.
  • Support other core infrastructure services such as Active Directory, DNS, DHCP, and file services.
  • Deploy and manage mobile devices, including configuration and troubleshooting.
  • System Monitoring and Documentation
  • Continuously monitor select hardware, software, and network resources.
  • Document network infrastructure changes.
  • Create and maintain Standard Operating Procedures (SOPs).

Ticketing and User Support

  • Record and document incidents following ITIL best practices.
  • Prioritize and execute issue resolutions promptly.
  • Provide technical support to end users. Monitor the ticket system to identify and implement preventive actions.
  • Set and communicate realistic follow-up timelines.
  • Respond to calls and emails within established Key Performance Indicators (KPIs).
  • Participate in on-call responsibilities as needed.

Professional Development

  • Stay current with emerging technologies and industry trends.
  • Complete assigned quarterly objectives and training.
  • Cultural Alignment
  • Represent and promote the company's core values in all job duties.

Technical Requirements

  • Proficiency in Windows and macOS operating systems.
  • Experience with remote support and diagnostic tools.
  • Strong understanding of networking fundamentals.
  • Awareness of cybersecurity best practices.
  • Experience with Microsoft Office 365 suite of products.
  • Knowledge of Active Directory, DNS, DHCP, and file services.
  • Experience with MDM tools.

Qualifications

  • Associate's or Bachelor's degree in IT, Computer Science, or a related field.
  • 3-5 years of technical support experience.
  • CompTIA A+, Network + or equivalent certification preferred.
  • Strong problem-solving and communication skills.

Physical Requirements

  • Travel to various office locations (up to 20%).
  • Ability to lift 25 pounds of technical equipment.
  • Ability to perform tasks that require working at medium heights (e.g., accessing server racks, installing network equipment) safely and efficiently