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.