Senior Technical Support Analyst

The Senior Technical Support Analyst is responsible to ensure proper computer operation in order for end users to accomplish business tasks in multiple domain environments. This includes receiving, prioritizing, documenting, and actively resolving end user help requests. Problem resolution may involve the use of diagnostic and help request tracking tools, as well as require that the individual give in-person, hands-on help at the client device level.

Responsibilities

• Fulfill incoming service requests from end users via telephone, client self-service portal and email in an efficient and courteous manner
• Build rapport and elicit problem details from internal staff
• Escalate problems (when required)
• Prioritize client service request and incidents.
• Coordinate internal/external resources to deliver solution.
• Record, track, and document the service desk request and problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to final resolution.
• Apply diagnostic utilities to aid in troubleshooting.
• Access software updates, drivers, knowledge bases, and frequently asked question resources to aid in problem resolution.
• Identify and learn appropriate software and hardware used and supported by the organization.
• Perform hands-on fixes at the workstation level, including installing and upgrading software, installing hardware, implementing file backups, and configuring systems and applications.
• Performing preventative maintenance as required, including checking and cleaning of workstations, printers, and peripherals.
• Test fixes to ensure problem has been adequately resolved.
• Perform post-resolution follow-ups to service requests.

Qualifications:

• Minimum 4 years of experience as a Technical Support Analyst
• Knowledge of advanced computer hardware, including desktops, laptops, printers and wireless devices
• Strong Office 365 knowledge
• Extensive experience with desktop and server operating systems (Windows)
• Experience with Azure/Cloud Administration
• Provide access to clients – permissions, password resets, unlocking accounts through Active Directory
• Administer and maintain end user accounts, permission and access rights
• Experience with networking – switching – routing an asset
• Exceptional written and oral communication skills
• Ability to work independently
• Time management skills and ability to juggle priority projects and tickets

This is a hybrid position located in downtown Toronto with an annual salary of $62,000.00 – $72,000.00.