Tier 1 Technical Support Analyst

4 weeks ago

Toronto, Canada SiriusXM Full time

Reporting to the Director, It Infrastructure and Operations

The Tier 1 Technical Support Analyst acts as the contact point for support enquiries and providing timely resolutions and/or escalations to Tier 2 & 3 Support Teams. Initiates escalations and communications for incidents and maintains service ticket information. In addition, the individual manages the delivery and confirmation of daily tasks, reports, follows up on actions and reports to the operations team meeting daily.

Job Details

Accountabilities

Maintain support tickets by assigning tickets and managing SLA expectations. Triage and analyze support requests to resolve and provide additional information to allow technicians to quickly resolve issues. Prepare and maintain user manuals and support documentation. User account management and auditing across multiple systems such as Active Directory, BRM, SIT, etc. Provide follow-up communications to user base regarding request status and progress; ensures any production impacting service is escalated and followed through to resolution. Assist the Director, IT Operations and Sr. Operations Analyst to maintain proper change management control. Oversee and maintain deployment and approval process for new releases, fixes, and deployments. Perform daily maintenance and operational tasks as assigned such as month end reporting deliverables. Assist developers during application development life cycle to maximize performance of databases and applications. Track and document the IT departmental invoices for accurate financial reporting. On-call duties as assigned. Perform miscellaneous job-related duties as assigned including occasional overtime as required.

Knowledge and Skill Requirements

Level of Education

College diploma or bachelor’s degree in computer science field

Job-Related Experience

Minimum 2 years’ systems support experience, preferably in a Microsoft environment. Minimum 2 years’ SQL / DBA-related experience with Microsoft SQL 2012 – 2019. Knowledge and experience in application support, analysis and client-server architecture as well as in-depth technical knowledge of SQL Server. Strong spreadsheet analysis skills for manipulation and analyzing of data.

Skills and Background

Ability to work with business clients and other information systems professionals, both internal and external, to understand business issues and needs to build strong relationships. Detail-oriented with excellent analytical and problem-solving skills. Ability to work effectively and remain focused on detailed tasks in a fast-paced environment. Ability to learn quickly, actively, and independently. Creative, self-starting, results-oriented and highly motivated. Superior communication skills both written and verbal to effectively liaise with business users and members of project teams. Knowledge of Microsoft Windows, SQL, SharePoint required. Previous experience in an operations’ environment is an asset, such as experience in technical Help Desk environment along with problem resolution and incident management.

Communications

This position is frequently called upon to reach agreement with others in order to complete work activities; requires presenting a point of view at times and influence others to adopt a course of action. This position requires normal tact, diplomacy, and courtesy to maintain ongoing working relationships, as well as solid written and verbal skills to effectively respond to inquiries. Effectively escalate and communicate status of issues and resolutions.

  • Tier 1 Technical Support Representative

    2 days ago

    Toronto, Canada Beanfield Technologies Inc. Full time

    **English Version** **Our Company**: We are about building communities, not just networks. We believe that people are at the heart of everything we do. We’re committed to making life better for our customers, our employees, and the communities where we live and work. Founded in the underserved Toronto neighborhood of Liberty Village, we've always...

  • Tier 1 Technical Support Representative

    2 weeks ago

    Toronto, Canada Beanfield Technologies Inc. Full time

    **English Version** **Our Company**: We are about building communities, not just networks. We believe that people are at the heart of everything we do. We’re committed to making life better for our customers, our employees, and the communities where we live and work. Founded in the underserved Toronto neighborhood of Liberty Village, we've always...

  • Operations Support Analyst 1

    1 month ago

    Toronto, Canada City of Toronto Full time

    **Job ID**: 37184 **Job Category**:Information & Technology **Division & Section**:Technology Services, Technology Services Delivery **Work Location**:703 DON MILLS ROAD **Job Type & Duration**:1 Temporary, Full-Time **Hourly Rate and Wage Grade**:$42.72 - $46.81, TFS195, Wage Grade 13 **Shift Information**:Monday to Friday, 35 hours **Affiliation**:...

  • Service Desk Tier 1 Analyst

    5 days ago

    Toronto, Canada Grant Thornton Full time

    iption: **Who we are** You know those big cities that still feel like small towns? Where everyone’s friendly and helps each other out? That’s like Grant Thornton. Except here we’re all professionals and there isn’t a mayor or a general store. What we’re trying to say is that we’re a large and growing professional services firm that still feels...

  • Tier 2 Support Specialist

    6 days ago

    Toronto, Canada Yotpo Full time

    We have teams across the world, including the US, Canada, UK, Israel, Bulgaria, and Australia — and we're still growing. Our primary goal is to deliver the best technology in the industry. You can hear all about it in our latest brand video. Sounds exciting? Then read on, because we're in pursuit of the best and the brightest minds to help us achieve our...

  • Technical Support Analyst

    1 month ago

    Toronto, Canada CB Canada Full time

    Technical Support Analyst On behalf of our client in the Banking Sector, PROCOM is looking for a Technical Support Analyst. Technical Support Analyst – Job Description Provide leadership for the provision of technical expertise in development and support of activities, processes, procedures and tools for protecting information security with a focus on...

  • Service Desk Analyst 1

    1 month ago

    Toronto, Canada City of Toronto Full time

    **Job ID**: 45394 **Job Category**:Information & Technology **Division & Section**:Technology Services, Technology Services Delivery **Work Location**:East York Civic Centre, Toronto, ON **Job Type & Duration**:Full-time, 2 Permanent & 1 Temporary Full Time (12 months) vacancies **Hourly Rate and Wage Grade**:$43.58 - $47.75, TFS455, Wage Grade...

  • Technical Support Analyst

    3 weeks ago

    Toronto, Canada ISG Search Inc Full time

    Technical Support Analyst 1 year contract Hybrid GTA In this role, you will manage account creations, end user security installations, connectivity, configurations, as well as coordinating with vendor and second level support on the resolution of issues. Responsibilities include: Provide technical support for O365 applications Support local and remote...

  • Technical Support Analyst

    3 days ago

    Toronto, Canada GTT, LLC Full time

    Technical Support Analyst Contract Duration 12+ months (Extension possible)Summary of day-to-day Responsibilities: Technical Support Analyst works within the Global Anti Money Laundering Department on the Application Support team. The candidate will be responsible for access provisioning for multiple applications which will include: Reviewing the access...

  • Technical Support Analyst

    1 month ago

    Toronto, Canada Uberflip Full time

    The Support Analyst is responsible for working directly with and supporting customers on a daily basis to resolve technical product issues and provide guidance to customers on how best to make use of their Uberflip product implementation. **What you will be doing**: - Track support ticket activity in an automated support portal - Help produce and maintain...

  • Seasonal Tier 1 Customer Service Representative

    2 weeks ago

    Toronto, Canada Roadpost Full time

    **Summa** **ry**: As a Seasonal Tier 1 Customer Service Representative, you will support customers with a variety of enquiries via calls, tickets, and chat during our busiest season. You will be responsible for providing helpful information, answering questions, supporting Tier 1 level technical troubleshooting or set-up processes, creating orders, and...

  • Seasonal Tier 1 Customer Service Representative

    2 days ago

    Toronto, Canada Roadpost Full time

    **Summa** **ry**: As a Seasonal Tier 1 Customer Service Representative, you will support customers with a variety of enquiries via calls, tickets, and chat during our busiest season. You will be responsible for providing helpful information, answering questions, supporting Tier 1 level technical troubleshooting or set-up processes, creating orders, and...

  • Technical Support Analyst

    2 hours ago

    Toronto, Canada DUCA Financial Services Credit Union Ltd. Full time

    Why DUCA? We’re a vibrant, exciting credit union that lives its "profits with a purpose" philosophy in every financial transaction, product, interest rate, and community initiative we offer. Founded in 1954, DUCA has grown from a single branch credit union in Toronto to 19 branches across Southern Ontario with over 85,000 Members we are proud to...

  • Tier 2 and 3 Technical Support Representative

    2 weeks ago

    Toronto, Canada EGATE Networks Full time

    **About us**: EGATE Networks is a leading provider of managed network services, VoIP solutions and digital signage. Whether we’re an extension of a client’s existing IT team, or managing their outsourced IT structure, we’re customer obsessed and aim to provide best in class services. Our team is small but our impact is mighty! **About the...

  • Cyber Security Analyst

    1 month ago

    Toronto, Canada Avanade Full time

    **Title**: Cyber Security Analyst - Tier 3 **Introduction**: As a Tier 3 security analyst at Avanade, you will play a key role in safeguarding our systems and data from cyber threats and incidents. You will work independently and as part of a team to detect, analyze, and respond to security events in real time, using various tools and techniques. You will...

  • Desktop Technical Support Analyst

    2 weeks ago

    Toronto, Canada CB Canada Full time

    Desktop Technical Support Analyst On behalf of our client in the Banking Sector, PROCOM is looking for a Desktop Technical Support Analyst. Desktop Technical Support Analyst – Job Description When stationed in an ecosystem, you will work closely with Community Leads to provide end level support for the citizen group based there You act as the single point...

  • Product Support Analyst

    1 month ago

    Toronto, Canada CMiC Full time

    Founded in 1974, CMiC today delivers comprehensive and advanced enterprise and field operations solutions, purpose-built for construction and capital projects companies. CMiC’s powerful software transforms how firms optimize productivity, minimize risk and drive growth by planning and managing all financials, projects, resources, and content assets - all...

  • Technical Support Analyst

    23 hours ago

    Toronto, Canada Robertson & Company Ltd. Full time

    Position Title: Technical Support Analyst Duration: 12 months Schedule: M-F Core Business Hours Rotation Schedule: Fixed Work Location (Remote, Hybrid or Both?): Hybrid, onsite twice a week (Monday and Thursday usually) Pay Rate: IC: $47/hr T4: $41/hr MUST HAVE: Application support experie

  • Technical Analyst

    2 weeks ago

    Toronto, ON, Canada Tundra Technical Solutions Inc. Full time

    Story Behind The Need Scotiabank’s Global Technology & Enterprise Platforms (GTEP) is a key technology division of Scotiabank, providing critical infrastructure solutions and support to the bank globally and employing approximately 2000 full-time employees and contractors, across 15 countries. The team is seeking a Technical Analyst and the primary...

  • Technical Analyst

    2 weeks ago

    Old Toronto, Canada Tundra Technical Solutions Inc. Full time

    Story Behind The NeedScotiabank’s Global Technology & Enterprise Platforms (GTEP) is a key technology division of Scotiabank, providing critical infrastructure solutions and support to the bank globally and employing approximately 2000 full-time employees and contractors, across 15 countries. The team is seeking a Technical Analyst and the primary purpose...