IT Systems & Support Analyst — Optimize & Troubleshoot

Bilinguallink; Kingston; On-site; CAD 52,000 - 70,000; Full time

Job summary

Bilinguallink in Kingston, Ontario is seeking a capable IT Support professional to analyze and resolve issues across hardware, software, network, and systems. You will troubleshoot incidents through ticketing platforms and monitor performance to ensure reliable operations.

The role involves gathering requirements, implementing IT applications, improving processes, and collaborating with IT teams and vendors. Strong documentation and communication are essential.

Qualifications

• Strong analytical and problem-solving abilities.
• Experience with Windows and Linux operating systems.
• Familiarity with IT service management and ticketing tools.
• Knowledge of databases and SQL preferred.
• Cloud platforms such as Azure or AWS advantageous.
• Understanding of cybersecurity and IT infrastructure fundamentals.
• Strong communication and stakeholder-management skills.
• Ability to document technical issues and solutions clearly.
• Proven troubleshooting and diagnostic capabilities.

Responsibilities

• Analyze and resolve hardware, software, network, and system-related issues.
• Provide technical support to end users and troubleshoot incidents via ticketing systems.
• Monitor IT systems, applications and infrastructure for performance and availability.
• Gather and analyze business and technical requirements.
• Assist in implementing, testing, and maintaining IT applications and systems.
• Identify opportunities to improve IT processes, workflows, and system performance.
• Prepare technical documentation, reports, and system/process specifications.
• Coordinate with IT teams, business users, and external vendors to resolve issues.
• Perform root-cause analysis for recurring incidents and recommend corrective actions.
• Support system upgrades, migrations, deployments, and IT projects.
• Ensure compliance with IT security policies and standards.
• Maintain accurate records of IT assets, configurations, incidents, and changes.

Skills

Analytical thinking

Windows

Linux

ITIL/ITSM

SQL

Azure or AWS

Cybersecurity fundamentals

Communication

Documentation

Troubleshooting

Tools

Ticketing systems (e.g., ServiceNow)

Job description

Bilinguallink in Kingston, Ontario is seeking a capable IT Support professional to analyze and resolve issues across hardware, software, network, and systems. You will troubleshoot incidents through ticketing platforms and monitor performance to ensure reliable operations.

The role involves gathering requirements, implementing IT applications, improving processes, and collaborating with IT teams and vendors. Strong documentation and communication are essential.