it support analyst Toronto
Job description
Avaliable Job Today In this role, you will be providing deskside support at the client location in Toronto Downtown.
While at our clients’ offices, you’ll need to use your broad technical knowledge to identify, troubleshoot, and resolve user issues on a variety of devices – workstations, laptops, smartphones, and other peripherals. You will also configure devices, manage inventory, perform maintenance tasks, and update documentation.
You’ll have hands-on experience working with Windows 7/8/10, Mac OSX, iOS, Windows Server, Active Directory, DHCP/DNS, VMware, Office 365, and more.
This position will require the candidate to carry a mobile phone and perform on-call duties as required. Some overtime may be required in this position. Reliable access to personal transportation is a requirement.
What You’ll Do
- Process service tickets and assign them to appropriate service resources, as necessary.
- Maintain service ticket ownership throughout the life of the support incident.
- Escalate high-profile issues to the Service Desk Manager for appropriate handling and routing.
- React to onsite outage scenarios as necessary or as assigned by the Service Desk Manager/Field Services Manager.
- Responsible for the overall administration of the desktop, laptop, and peripherals at a specific location.
- Install, configure, and diagnose client workstations and equipment.
- Conduct on-site problem determination and analysis.
- Provide advice and technical guidance to end users and technical resources as the situation warrants.
- Go on-site to support customers or projects that can’t be performed remotely as well as routine maintenance.
- Verify and diagnose servers, network hardware, and other infrastructure issues with the help of escalation staff.
- Document in detail the activities carried out as well as the technical information collected.
- Maintenance of the internal network cabling and cross-connects. Executing changes as required.
- Maintenance of network printer devices.
- Assist with account management activities.
- Responsible for the use of the site ticketing system to record all problems, incidents, and changes. Ensuring accurate resolution notes for each ticket.
- Identify and escalate production critical issues to the appropriate groups.
- Perform data backup and recovery at a user level, as required.
- Comply with internal controls and policies as applicable.
- Responsible for on-call/as-needed support for remote locations.
- This position requires some overtime/on-call hours and carrying a mobile phone.
- Ability to make sound judgment calls and escalate to senior resources when needed.
- Able to lead conversations of a technical nature with end users who may not have any technical expertise.
- Physically capable of lifting and carrying packaged computers, monitors, and other equipment.
Who You Are
- 3-5 years experience in a technical support role.
- Relevant Degree/Diploma or equivalent.
- Proven problem-solving and analytical skills.
- Must have access to a vehicle with a valid driver’s license.
- Excellent attention to detail.
- Ability to document processes and accept feedback.
- Strong ability to work within a team environment.
- Excellent communicator and personable.
- Ability to make sound judgment calls and escalate to senior resources when needed.
- Able to lead conversations of a technical nature with end users who may not have any technical expertise.
- Physically capable of lifting and carrying packaged computers, monitors, and other equipment.
- Some knowledge of database technologies is an asset
- Hands-on experience with troubleshooting, replacing, and configuring hardware, including PCs, mobile devices, servers, and other networking equipment.
- Strong knowledge of all Endpoint OS – Windows Operating Systems, MacOS, iOS.
- Strong knowledge of common client‐side productivity application suites (Microsoft Office Suite, Office 365 environments, Adobe Acrobat, Adobe Creative Suite, etc.).
- Experience with using Endpoint management solutions such as JAMF, SCCM, MBAM etc.
- Someone who thrives in a fast-paced, high-energy environment.
- Always conducts with a poised and professional demeanor.
- Able to work collaboratively within a team
Assets
- Industry certifications – Microsoft Certified Professional (MCP), MCSA, CompTIA A+, Network+.
- Basic working knowledge of Linux and Unix.
- Previous experience with ticketing systems such as ServiceNow or ConnectWise to track time and status/resolution.
- Hands-on Experience with print publishing software.
- Experience in time-critical manufacturing/production environments.
Job Type: Full-time
Salary: $50,000.00-$55,000.00 per year
Benefits:
- Dental care
- Life insurance
- Paid time off
Flexible Language Requirement:
- English not required
- French not required
Schedule:
- Day shift
- Evening shift
- Monday to Friday
- Morning shift
- On call
- Overtime
- Weekend availability
Supplemental pay types:
- Overtime pay
Work Location: In person
About Jolera IT
CEO: Joseph Khunaysir
Revenue: $5 to $25 million (USD)
Size: 51 to 200 Employees
Type: Company - Private
Website: www.jolera.com
Year Founded: 2001
