Infrastructure & Support Analyst

1 month ago

Toronto, Canada Intelliware Full time

Responsibilities/Accountabilities:

Act as primary point of contact for onsite and roaming user-related technical issues including hardware and software problems, network connectivity, and system errorsRespond to user inquiries and provide prompt, accurate, and professional technical support via various channelsTrack and manage user inquiries and issues using help desk software and ticketing systemDiagnose and troubleshoot user-reported problems, utilizing appropriate testing tools and methodologies to identify the root cause of issuesDocument user issues, resolutions, and troubleshooting steps in a comprehensive and organized mannerMaintain and develop an inventory of network hardware and softwareConfigure and distribute workstations and laptopsOnboard and train new employeesHelp design and implement scalable technology infrastructure solutionsEstablish and enforce security/ cybersecurity lensCollaborate with IT Team for infrastructure improvements and driving operational efficiencyInvestigate, learn, and apply new technologies/processes

‘Must Have’ Skills and Qualifications:

Excellent communication skills, both verbal and written, with the ability to explain technical concepts clearly and concisely to technical and non-technical usersStrong customer service orientation and a passion for delivering exceptional user supportProven problem-solving and analytical skills, with the ability to logically diagnose and resolve user issuesAbility to work both independently and collaboratively in a fast-paced, dynamic environment, effectively managing multiple priorities and meeting deadlinesProficiency in using various operating systems, software applications, and hardware devicesKnowledge in supporting LAN and WAN solutionsExperience using Microsoft Active Directory, Office 365 & Microsoft Entra IDFamiliarity with help desk software and ticketing systems Understanding of security/cybersecurity principlesResearch skills and up-to-date knowledge on technology advancementsDegree/Diploma in a relevant field or equivalent practical experience

’Nice to Have’ Skills and Qualifications:

Experience with Modern Enterprise Grade Switches and FirewallsExperience with Docker or other containerization technologyExperience with MDM solutionsExperience with Endpoint backup and Endpoint EDR systemsExperience with scripting in Windows and LinuxExperience with VMWare Workstation or FusionExperience with Microsoft Hyper-V or VirtualBox

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