Onico Solutions

Exceptional IT Staffing

Technical Support Analyst

The Technical Support Analyst is responsible for providing technical support via phone, email or portal for our client’s end users and systems. 

Responsibilities

  • Provide first level analysis of an incident and/or a solution to it in order to restore service
  • Perform remote troubleshooting, installation and repairs using remote support tool
  • Provide access to clients (Permission etc) password resets, unlocking accounts through Active Directory.
  • Communicate degraded and interrupted services (to client) along with providing alternatives for continued operation.
  • Administer and maintain end user accounts, permission, and access rights.
  • Ensure network connectivity of all workstations
  • Monitor performance of manageable key infrastructure components such as file and print servers, printers, routers, switches & hubs.
  • Move, add and/or update end user technology-related devices which include updating Configuration Items
  • Populate and administer knowledge base and other self-help tools with proven solutions to common technology-related problems.                       

Qualifications

  • 1-2 years of experience in technology support roles
  • 1-2 years of experience working in a Service Desk environment is preferred
  • 1-2 years experience in Microsoft Active Directory and IP network administration
  • Strong experience with Windows XP/7 Operating System and Microsoft Office 2007/2010 (Word, Excel, Power Point, MS Project, Visio etc)
  • Experience with Windows 2003/2008 server and administration tools, Lotus Notes (or an equivalent corporate messaging system)
  • Knowledge of advanced computer hardware, including desktops, laptops, printers, switches and wireless devices.
  • Experience with desktop and server operating systems, including Windows and Macs.
  • Application support experience with MS Office Suite, Google Apps.
  • Keen attention to detail
  • Proven analytical and problem-solving abilities
  • Ability to effectively prioritize and execute tasks in a high-pressure environment
  • Strong interpersonal skills

This is a remote work from home position, located in Toronto, ON with an annual salary of $50,000.00 – $53,000.00 plus benefits.