IT Support Analyst

Cirdan Imaging Ltd; Kitchener; On-site; CAD 60,000 - 80,000; Full time

Job summary

Cirdan Imaging Ltd in Canada is seeking an experienced IT Support Technician to join our growing team, delivering technical support to healthcare customers and troubleshooting complex issues in demanding environments. You’ll own incidents from initial investigation to resolution, mentor junior colleagues, and help drive continual service improvements while ensuring SLAs are met.

The role covers Windows, Linux/UNIX, Azure, and databases, with on-call duties after onboarding and a strong emphasis

Qualifications

• 3+ years of experience in an IT technical support role.
• Experience supporting multiple customers in a busy service desk environment.
• Strong troubleshooting and problem-solving skills.
• Experience working with ticketing systems and SLAs.
• Windows, Linux/UNIX and Microsoft operating systems knowledge.
• Experience supporting healthcare or laboratory environments.
• Knowledge of HL7 messaging.
• Experience with reporting tools and laboratory instruments.

Responsibilities

• Provide technical support to customers, resolving incidents within agreed SLAs.
• Troubleshoot and investigate technical issues across Windows, Linux/UNIX, Azure and database environments.
• Escalate complex issues to 3rd line support while retaining ownership through to resolution.
• Support and mentor 1st line technicians.
• Monitor recurring issues and identify opportunities for service improvements.
• Keep customers informed throughout the support lifecycle.
• Contribute to knowledge sharing and continuous improvement initiatives.

Skills

Customer service

Communication

Problem solving

Team collaboration

Time management

Tools

Ticketing systems

Azure

Reporting tools

HL7 knowledge

Job description

Cirdan is a UK headquartered healthcare technology company delivering laboratory information systems, digital pathology and imaging platforms used by NHS and private laboratories to support patient diagnosis and care. Our solutions run in some of the most demanding pathology environments in the UK and internationally.

About the Role

We’re looking for an experienced IT Support Technician to join our growing team, providing technical support to healthcare customers. This is a varied and rewarding role where you’ll troubleshoot complex technical issues, support critical healthcare systems, and work closely with customers, internal teams, and product specialists to deliver exceptional service.

You’ll take ownership of incidents from initial investigation through to resolution, mentor junior colleagues, and help drive continuous improvement across our support services.

What You’ll Do

• Provide technical support to customers, resolving incidents within agreed SLAs.
• Troubleshoot and investigate technical issues across Windows, Linux/UNIX, Azure and database environments.
• Escalate complex issues to 3rd line support while retaining ownership through to resolution.
• Support and mentor 1st line technicians.
• Monitor recurring issues and identify opportunities for service improvements.
• Keep customers informed throughout the support lifecycle.
• Contribute to knowledge sharing and continuous improvement initiatives.
• Participate in an on-call rota following a comprehensive onboarding and training programme.

About You

You’ll be a proactive, customer-focused problem solver who enjoys working in a collaborative environment. You’ll have strong technical skills, excellent communication, and a passion for delivering outstanding customer service.

• 3+ years’ experience in an IT technical support role.
• Experience supporting multiple customers in a busy service desk environment.
• Strong troubleshooting and problem-solving skills.
• Experience working with ticketing systems and service level agreements (SLAs).
• Windows, Linux/UNIX and Microsoft operating systems knowledge.
• Experience supporting Azure environments.
• Understanding of database administration principles.
• Excellent customer service and communication skills.
• Experience supporting healthcare or laboratory environments.
• Knowledge of HL7 messaging.
• Experience with reporting tools and laboratory instruments.
• Understanding of ITIL, ISO 9001 and ISO 27001.