MAI Transition Support Analyst

Hub Corporate Canada; Toronto; Hybrid; CAD 55,000 - 65,000; Full time

Job summary

Join a leading insurance brokerage as a MAI Transition Support Analyst in Toronto. This role involves providing technical support for hardware and software issues, ensuring high levels of service and user satisfaction. Ideal candidates will possess strong troubleshooting skills and a desire to learn in a collaborative environment. With a competitive salary range of $55,000 to $65,000, this full-time position offers opportunities for growth in the IT field.

Benefits

Extended health benefits

Disability insurance

Paid time off benefits

RRSP matching

Qualifications

• 1-2 years of experience in technical support or IT helpdesk role.
• Basic knowledge of networking concepts and operating systems.
• Excellent communication skills with a customer-first mindset.

Responsibilities

• Respond to and resolve technical support requests via various channels.
• Troubleshoot and resolve issues related to desktop computers and software applications.
• Assist users with hardware setup and software installation.

Skills

IT Experience

Problem Management

Desktop Support

Customer Support

Technical Support

Troubleshooting

Education

Associates degree in information technology

Computer Science

Tools

ServiceNow

Jira

Job description

At HUB International we are a team of entrepreneurs. We believe in protecting and supporting the aspirations of individuals families and businesses. We help our clients evaluate their risks and develop solutions tailored to their needs. We believe in empowering our employees to learn grow and make a difference. Our structure enables our teams to maintain their own unique regional culture while leveraging support and resources from our corporate centers of excellence.

HUB is the 5th largest global insurance and employee benefits broker providing a boundaryless array of business insurance employee benefits risk services personal insurance retirement and private wealth management products and services. With over $5 billion in revenue and almost 20000 employees in 600 offices throughout North America HUB has grown substantially in part due to our industry leading success in mergers and acquisitions.

The MAI Transition Support Analyst will be the first point of contact for technical support requests from internal users. This role involves diagnosing and resolving a variety of IT issues related to hardware software networking and systems. The Analyst will provide timely courteous and effective solutions and will escalate complex issues to senior team members as needed. The ideal candidate will possess strong troubleshooting skills a customeroriented mindset and a desire to learn and grow within the IT field.

Key Responsibilities :

• User Support & Issue Resolution :

Respond to and resolve technical support requests via phone email and ticketing systems (e.g. ServiceNow Jira).

• Troubleshoot and resolve issues related to desktop computers laptops mobile devices printers software applications and network connectivity.
• Assist users with setting up hardware installing software and configuring systems.
• Ticket Management :

Log and track support tickets in the IT service management platform ensuring accurate documentation of issues resolutions and time spent.

• Prioritize and escalate tickets based on urgency and complexity ensuring high levels of service and user satisfaction.
• Follow up with users to ensure issues are fully resolved and that users are satisfied with the solutions provided.
• Technical Support :

Provide support for common operating systems (Windows macOS Linux) and enterprise software applications used within the organization.

• Offer troubleshooting guidance for networkrelated issues including WiFi VPN MFA and remote access problems.
• Assist with system updates patches and software installations to ensure a secure and uptodate IT environment.

Collaborate with other IT teams (network infrastructure security) to resolve complex technical problems and improve overall IT service delivery.

• Escalate issues that cannot be resolved at the Analyst level to higherlevel engineers or management.
• Maintain open communication with users and internal stakeholders regarding the status of support requests.
• Documentation & Knowledge Management :

Create and maintain knowledge base articles FAQs and troubleshooting guides to assist users with common issues.

• Document all technical issues resolutions and processes for future reference and to enhance team efficiency.
• User Education & Training :

Assist with onboarding new employees by providing IT training on systems software and best practices.

• Educate users on how to use software and hardware tools effectively to enhance productivity.

Qualifications :

• Associates degree in information technology Computer Science or a related field or equivalent experience.
• 12 years of experience in a technical support or IT helpdesk role preferably in a corporate or enterprise environment.
• Strong troubleshooting skills and the ability to solve a wide range of technical issues.
• Familiarity with IT service management platforms (e.g. ServiceNow Jira) and ticketing systems.
• Basic knowledge of networking concepts operating systems (Windows macOS Mobile Networking) and common software applications.
• Excellent communication skills both verbal and written with a customerfirst mindset.
• Ability to work well under pressure handle multiple tasks simultaneously and prioritize tasks effectively.

Preferred Skills & Experience :

• IT certifications (CompTIA A Microsoft Certified Professional etc.) are a plus.
• Experience with remote support tools and systems administration.
• Knowledge of cloudbased applications and services (e.g. Microsoft 365 Google Workspace).
• Experience supporting both hardware and software environments.

Although hybrid to a local HUB office is desirable we are open to remote candidates.

JOIN OUR TEAM

Do you believe in the power of innovation collaboration and transformationDo you thrive in a supportive and client focused work environmentAre you looking for an opportunity to help build and drive change in a rapidly growing and evolving organizationWhen you join HUB International you will be part of a community of learners and doers focused on our Core Values : entrepreneurship teamwork integrity accountability and service.

The expected salary range for this position is$55000to $65000 and will be impacted by factors such as the successful candidates skills experience andworking location as well as the specific positions business line scope and you believe that your qualifications and experience surpass the minimum requirements for this role we encourage you to submit your application. By doing so we will be able to keep your application on file for consideration for potential future positions within our organization. HUBInternational is proud to offer comprehensive benefit and total compensation packages whichcould include extended health benefits disability insurance RRSP matchingpaidtimeoff benefits and eligible bonuses and commissions for some positions.

Department M&A

Required Experience : 12 years of relevant experience

Required Travel : Negligible

Required Experience :

Key Skills

IT Experience,Problem Management,Desktop Support,Citrix,Mobile Devices,Windows,Customer Support,Help Desk,Operating Systems,Technical Support,Troubleshooting,Application Support

Employment Type : Full-Time

Experience : years

Vacancy : 1

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