Remote Service Desk Analyst (Level 2) – English/French

Raas Infotek LTD

Mississauga

Presencial

CAD 60.000 - 90.000

Jornada completa

Hace 2 días

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Descripción de la vacante

Raas Infotek LTD in Mississauga, Canada, is urgently seeking a Service Desk Analyst for a long-term contract. You will provide Level 2 remote support to end users across Windows, macOS, iOS and Android, while resolving escalations and meeting SLAs.

You will troubleshoot connectivity issues, manage identities with Entra ID/Azure AD and Active Directory, and support Microsoft 365 apps. Fluent English and French are required; ITSM and remote tools proficiency is expected.

Formación

2nd line IT support experience with Windows/macOS/iOS/Android.
Experience with ITSM tools and remote support software.
Strong knowledge of Active Directory and Microsoft 365.
Fluent in English and French as required.

Responsabilidades

Resolve Level 2 incidents and requests within SLA.
Troubleshoot Windows, macOS, iOS and Android remotely.
Diagnose network issues: VPN, DNS/DHCP, LAN/WAN.
Manage endpoints and identities: Entra ID/Azure AD, Active Directory, Group Policy.
Support Microsoft 365 apps and packaging requests.
Escalate to Field Services or Engineering with full diagnostics.
Document fixes and update knowledge base.
Communicate progress in English and French as region requires.