Onico Solutions

Exceptional IT Staffing

Technical Support Analyst

The Technical Support Analyst is responsible for providing technical support via phone, email or portal to enterprise customers for their IT issues.  Assists with the training of Service Desk members and provides technical guidance.



  • University degree or college diploma in a Technical Program or related field
  • A+ certifications

Work Experience

  • 5-8 years of experience in technology support roles
  • 4-5 years of experience working in a Service Desk environment is preferred

Specific Competencies

  • Ability to effectively translate technical information and procedures to customers at an advanced level
  • Troubleshooting and analytical skills at a more advanced level with capacity to accurately identify and assess problems before providing accurate solutions
  • Dedicated to providing quality customer support to consistently meet customer expectations by providing service beyond expectation
  • Excellent bilingual communication, both written and verbal, interpersonal skills with ability to listen effectively, respond appropriately, and maintain mutual comfort level while relating to a diverse group of individuals
  • Team player with the ability to remain productive within time-sensitive and fast-paced environment
  • Demonstrate strong service and detail oriented skills
  • Strong experience and knowledge supporting all Windows Clients, MS Office Products, Outlook, Citrix, and cloud infrastructure such as Hyper-V and VMware
  • Excellent knowledge of computer hardware
  • Knowledge of TCP/IP, Ethernet
  • Experience with configuring computers and mobile devices
  • Experience using Cherwell for Ticketing Incidents and Documenting of Service requests would be an asset
  • Ability to assist with training of Service Desk members and other collaborative activities
  • Demonstrate experience with Microsoft products
  • Demonstrate willingness and ability to increase skill set and willingness to take on additional tasks and responsibilities
  • Aptitude for technology as well as being an effective team member
  • Experience in applying ITIL and ITSM methodologies

Key Responsibilities

  • Liaise between resolver and other teams within the organization to provide world class customer service
  • Provide technical IT related support to a diverse group of clients via phone, email or portal
  • Diagnose and resolve problems and issues at a more advanced level with focus and attention to detail
  • Assist with training of Service Desk members
  • Provide suggestions for improving Service Desk operations and assisting with documentation
  • Log all calls to the Service Desk maintaining complete documentation of problem cause, impact, and resolution
  • Prioritize problems; escalate high priority requests in a timely manner
  • Develop an understanding of the customer’s environment and maintain technical knowledge
  • Follow-up with clients to ensure resolution is complete and timely
  • Dispatch technical service regarding hardware problems

This is a short term 6 week contract role located in Etobicoke, ON